Presenting linked information in a CRM system

A computer-implemented method for presenting linked information to a contact center agent, the computer including a processor and memory and the method comprising steps performed by the computer of:

• providing, by the processor, a contact center interface for offering the agent with access to a contact center application, wherein the contact center application manages and renders information;
• providing, by the processor, a presentation interface for offering the agent with access to a knowledge management or content management system, for providing information;
• and
• simultaneously displaying, by the processor, the contact center region and the reference region;
• 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.

A computer program on a computer readable medium, for execution by a computer to present linked information to a contact center agent, comprising:

• a code segment for providing a contact center interface for offering the agent with access to a contact center application, wherein the contact center application manages and renders information;
• a code segment for providing a presentation interface for offering the agent with access to a knowledge management or content management system, for providing information;
• and
• a code segment for simultaneously displaying the contact center region and the reference region;
• 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.