Patent ID: 8572058

Claim:
A system, including memory and at least one processor, for presenting linked information to a contact center agent, comprising: a contact center interface for providing the agent with access to a contact center application, wherein the contact center application manages and renders information; a presentation interface for providing the agent with access to a knowledge management or content management system, for providing information; and a display comprising a contact center region and a reference region, wherein the contact center region and the reference region are simultaneously visible; wherein the contact center region reflects the contact center interface and the reference region reflects the presentation interface; wherein operations and information pertaining to customer-centric problems in the contact center region are separate and independent of operations and information in the reference region; wherein the information displayed and operations performed in the contact center region are linked with a first identifier, and the information displayed and operations performed in the reference region are linked with a second identifier; wherein the first identifier is used to retrieve context-sensitive content relevant to the operations being performed and the information being displayed in the contact center region; and wherein the retrieved context-sensitive content is displayed automatically in the reference region.