Merge branch 'main' into remove-aliases-add-expirydate

content/news/2014/01/2014-01-09-top-eight-best-practices-for-federal-contact-centers.md

@@ -68,7 +68,7 @@ topics:
 
 ## 8. Stay Current with the Latest Research and Best Practices
 
-  * Attend training through courses, workshops, webcasts, and [webinars]({{< ref "/communities/government-contact-center-council.md" >}} "Government Contact Center Council - G3C") to gain knowledge about latest information, methods, policies, and best practices.
+  * Attend training through courses, workshops, webcasts, and [webinars](https://digital.gov/communities/government-contact-center-council/) to gain knowledge about latest information, methods, policies, and best practices.
   * Review industry reports:
       * [2011 Federal Contact Center Survey Final Report](https://s3.amazonaws.com/digitalgov/_legacy-img/2014/01/2011-federal-contact-center-survey-final-report.pdf)  (PDF, 1.49 MB, 54 pages, September 2011)
       *  [An Analysis of the Feasibility of Employing Home-Based Agents in Economically Depressed Rural Areas to Staff Federal Contact Centers](https://s3.amazonaws.com/digitalgov/_legacy-img/2014/01/G3C-Analysis-of-Employing-Home-Based-Agents.doc) (Word document, 115 KB, 20 pages, October 2009)

content/news/2014/02/2014-02-28-what-do-people-think-of-your-content-ask-your-contact-center.md

@@ -43,6 +43,6 @@ Talk to your agency’s contact center manager and agents to learn more!
 
 So let’s make sure we’re using all the information from our customers—Web data and contact center data. Talk to your contact center manager to learn how you can ensure you’re delivering an awesome customer experience! Partner with your contact center team—they are an integral channel in your agency’s digital environment.
 
-Interested in interacting with other contact center managers and directors across government? [Join the Government Contact Center Council]({{< ref "/communities/government-contact-center-council.md" >}}) (G3C).
+Interested in interacting with other contact center managers and directors across government? [Join the Government Contact Center Council](https://digital.gov/communities/government-contact-center-council/) (G3C).
 
 Not sure how to get in touch with your agency&#8217;s contact center manager? Contact [Tonya Beres](mailto:[email protected]), the Co-Chair of the G3C, who may be able to assist you.

content/news/2014/05/2014-05-01-improving-contact-center-performance-with-contract-incentives-dos-and-donts.md

@@ -27,7 +27,7 @@ OMB’s A Guide to Best Practices for Performance Based Contracting encourages u
 
 ## More experts—What do Government Contact Center Managers say?
 
-I met with several federal contact center managers from the [Government Contact Center Council]({{< ref "/communities/government-contact-center-council.md" >}}) (G3C) to learn from their experiences. Each had used or is currently using incentives/disincentives in their contact center contract. Some of the managers loved incentives/disincentives; some didn’t. But ALL agreed on these tips:
+I met with several federal contact center managers from the [Government Contact Center Council](https://digital.gov/communities/government-contact-center-council/) (G3C) to learn from their experiences. Each had used or is currently using incentives/disincentives in their contact center contract. Some of the managers loved incentives/disincentives; some didn’t. But ALL agreed on these tips:
 
 ### Do
 
@@ -48,7 +48,7 @@ I met with several federal contact center managers from the [Government Contact
 
 What are your experiences with incentives/disincentives? Leave a comment, or for more more information, contact [Carolyn Kaleel](mailto:[email protected]).
 
-_Learn more about the [Government Contact Center Council]({{< ref "/communities/government-contact-center-council.md" >}}) (G3C)._
+_Learn more about the [Government Contact Center Council](https://digital.gov/communities/government-contact-center-council/) (G3C)._
 
 Take a look at the other Contact Center articles we published in April:
 

content/news/2014/07/2014-07-28-should-your-agency-be-offering-chat-service.md

@@ -14,7 +14,7 @@ topics:
 
 {{< legacy-img src="2014/07/250-x-200-Computer-mouse-connected-to-the-word-SOS-internet-concept-lcs813-iStock-Thinkstock-482767263.jpg" alt="Computer mouse connected to the word SOS" caption="" >}}
 
-Live Web chat is an important component of good customer service. People like having the option of talking with an agent in real-time without having to pick up the phone. While live chat is not widespread, several agencies have shown great success in serving the public through this alternative channel. At a recent [Government Contact Center Council]({{< ref "/communities/government-contact-center-council.md" >}} "Government Contact Center Council - G3C") meeting, colleagues from HHS ([cancer.gov](http://www.cancer.gov/)), Education ([StudentAid.gov](https://studentaid.ed.gov/)), and GSA ([USA.gov](http://www.usa.gov/)) shared their challenges and successes in implementing and managing Web chat. Some agencies have 10 years experience in this field!
+Live Web chat is an important component of good customer service. People like having the option of talking with an agent in real-time without having to pick up the phone. While live chat is not widespread, several agencies have shown great success in serving the public through this alternative channel. At a recent [Government Contact Center Council](https://digital.gov/communities/government-contact-center-council/) meeting, colleagues from HHS ([cancer.gov](http://www.cancer.gov/)), Education ([StudentAid.gov](https://studentaid.ed.gov/)), and GSA ([USA.gov](http://www.usa.gov/)) shared their challenges and successes in implementing and managing Web chat. Some agencies have 10 years experience in this field!
 
 ## Why did you choose to offer Web chat?
 

content/news/2014/12/2014-12-16-trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking.md

@@ -22,4 +22,4 @@ topics:
 
 The infographic suggests based on the data that organizations should have a &#8220;click to call&#8221; link on every mobile optimized page. Agencies have been highlighting traditional channels on their mobile websites and native apps. In the spring, I noted some examples of good practices by federal agencies when it comes to tying [contact centers with their mobile products]({{< ref "2014-04-22-trends-on-tuesday-how-contact-centers-are-adapting-to-the-mobile-user.md" >}} "Trends on Tuesday: How Contact Centers are Adapting to the Mobile User").
 
-Should agencies have a click to call on every mobile page? Sounds like a good discussions for the [Government Contact Center Council]({{< ref "/communities/government-contact-center-council.md" >}} "Government Contact Center Council - G3C") and the [MobileGov Community of Practice]({{< ref "/communities" >}} "Mobile").
+Should agencies have a click to call on every mobile page? Sounds like a good discussions for the [Government Contact Center Council](https://digital.gov/communities/government-contact-center-council/) and the [MobileGov Community of Practice]({{< ref "/communities" >}} "Mobile").

content/news/2015/04/2015-04-30-how-much-will-my-agencys-contact-center-cost.md

@@ -19,7 +19,7 @@ When people call to ask how much it will or should cost their agency to have a c
 
 It’s similar to buying a car. There’s not one answer to how much it costs to buy car; it depends on what you’re looking for. Do you want a car or an SUV? Automatic or manual? High-performance or economy? Leather or fabric interior? Just as all these elements weigh into the cost of a car, the cost of a contact center is dependent on many factors.
 
-As the manager of the [USA.gov Contact Center](http://www.usa.gov/phone.shtml) and the Co-Chair of the [Government Contact Center Council]({{< ref "/communities/government-contact-center-council.md" >}}) (G3C), I get this question about once a month. We&#8217;ve developed a set of questions that will help an agency determine the type of contact center support they need.
+As the manager of the [USA.gov Contact Center](http://www.usa.gov/phone.shtml) and the Co-Chair of the [Government Contact Center Council](https://digital.gov/communities/government-contact-center-council/) (G3C), I get this question about once a month. We&#8217;ve developed a set of questions that will help an agency determine the type of contact center support they need.
 
 If you’re starting a contact center, or thinking of changing your model, first, determine the answers to these questions. (Note: this list is [available for download](https://s3.amazonaws.com/digitalgov/_legacy-img/2015/04/ContactCenterCost-FactorsToConsider.docx) [22.5 kb, Ms Word, .docx])
 
@@ -313,4 +313,4 @@ If you’re starting a contact center, or thinking of changing your model, first
   </ul>
 </li>
 
-Good luck to you as you assess your support needs. If you’re a federal employee who’d like to network with other contact center managers, please join the [G3C Community of Practice]({{< ref "/communities/government-contact-center-council.md" >}}). We discuss the best practices, research, and trends that improve government contact centers.
+Good luck to you as you assess your support needs. If you’re a federal employee who’d like to network with other contact center managers, please join the [G3C Community of Practice](https://digital.gov/communities/government-contact-center-council/). We discuss the best practices, research, and trends that improve government contact centers.

content/news/2015/05/2015-05-08-customer-experience-and-user-experience-professionals-a-match-made-in-heaven.md

@@ -36,6 +36,6 @@ But are CX and UX professionals like lovers destined to remain apart? Or can the
   * Stop talking about CX vs. UX, and focus instead on **the work that needs to be done**.
   * Create a regular way for CX and UX to come together and align efforts. Start simple, with invitations to meetings or conference calls. Bigger efforts to consider later include a Customer Experience Council, and/or connecting CX and UX budgets.
   * File artifacts electronically in one place, such as data and research about customers. CX and UX professionals are both interested in customer feedback forms, web analytics, tweets, blog comments and email delivery stats.
-  * Focus on more than digital. For example, CX professionals looking to improve [interactive voice response]({{< ref "2015-04-30-digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers.md" >}} "DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers") (IVR) at their [contact center]({{< ref "/communities/government-contact-center-council.md" >}} "Digital Gov material on the contact center community") can collaborate with UX professionals on problem framing, iterative design and testing, and measurement against the baseline.
+  * Focus on more than digital. For example, CX professionals looking to improve [interactive voice response]({{< ref "2015-04-30-digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers.md" >}} "DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers") (IVR) at their [contact center](https://digital.gov/communities/government-contact-center-council/) can collaborate with UX professionals on problem framing, iterative design and testing, and measurement against the baseline.
 
 Has your agency blended your CX and UX teams? How did it work out? What were the obstacles, if any, and how did you overcome them?