What is collaborative browsing (co-browsing)? - Definition from Whatis.com

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collaborative browsing (co-browsing)

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collaborative browsing (co-browsing)

Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something. For example, a B2B customer having difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages as though the customer were using their own mouse and keyboard. Collaborative browsing can include e-mail, fax, regular telephone, and Internet phone contact as part of an interaction. Effectively, collaborative browsing allows a company and a customer to "be on the same page."

Related glossary terms: escalation plan, automatic callback, occupancy, blended agent, Incremental Revenue (Value) Analysis, average handle time (AHT), trouble ticket (trouble report), silent monitoring, first call resolution (FCR), longest delay in queue (LDQ)

This was last updated in August 2001

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