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Article : Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters

#contactcenterworld, @centrical

Employee engagement, workplace culture, employee experience… these are popular captions that show up frequently in conversations about the current and future state of work. Especially given how the pandemic has radically shifted our work world, they’re important topics to talk about.

We hear these words a lot (I mean, I write about them all the time!), but what do they really mean? What’s the difference between them? And why does it matter?

In this article, I’m going to breakdown the differences between employee engagement and employee experience. While connected, these concepts are different. If you are a leader or manager who cares about results, growth, or retention—you need to pay attention. And if you are an employee, you also need to understand these concepts to know what to look out for in a workplace.

We’re going to look at the two concepts in further detail, but I’ll start with the simple definition: Employee experience happens to you; Engagement is within you. Experience is the journey and engagement is the destination.

Employee experience: What it’s all about

Employee experience (EX): the journey. It captures all the things an employer can do to create a workplace that attracts and retains talents. It’s a broad category that includes all the touch points between employee and employer. Here are some areas that impact EX:

  • Pre-hiring phase: Researching a company and the application process.

  • Hiring, pre-onboarding, and onboarding process.

  • The workplace, colleagues, technology, and resources.

  • Work, projects, and responsibilities.

  • Training opportunities and communication.

  • Recognition, incentives, and awards.

The employee experience can be broken down into smaller areas, like those listed. But the primary reason to look at them individually is to see where leadership should invest time, energy, and resources to improve. For example, leadership may want to:

  • Collect feedback from employees to determine areas for change and growth.

  • Invest in professional development or training.

  • Implement mentorship programs to develop employees.

  • Complete market research to learn what other high-performing companies are doing.

This report by McKinsey organizes EX into three broad categories: Social Experience (people, teamwork, socialization), Work Experience (organization, control, flexibility, growth), and Organization experience (purpose, technology, environment). By breaking it down like this, companies can take a systematic approach to improving EX.

While it’s helpful to look at different areas, the overall employee experience is most important. A company that is very good at, say, onboarding, but lacks in other areas, is unlikely to retain good employees. Thus, leadership should be concerned with overall employee experience and how it’s impacting each person they employ.

Employee engagement: What it means

If EX is about what the employer does, then employee engagement is about how an employee feels. Do they like their job? Are they productive, focused, and energized with work? What about relationships between colleagues—strong or room for improvement?

Some characteristics of an engaged employee include:

  • Connected to the company, culture, and purpose.

  • Strong relationships with colleagues and general sense of teamwork and collaboration.

  • Intrinsically driven with a desire to grow and learn.

  • Focused, motivated, and interested in their work.

An engaged employee, quite simply, likes their job. They’re engaged in the work and engaged in the workplace. It’s somewhere they want to be and has a sense of belonging and the best part… Engaged employees find meaning in the work they do and they connect it to their own sense of purpose.

Employee engagement is, of course, desirable for all workers. But beyond the personal benefits, employee engagement is highly valuable for company success and performance. Engaged employees tend to perform better, stay longer in a company, and be more creative and driven in their work.

Putting it together: Why it matters

A good employee experience—policies, norms, or strategies from leadership—will produce employee engagement. And employee engagement is the end goal.

Studies show that employee engagement has massive benefits for companies. High employee engagement is connected to:

  • Decreased turnover and higher employee retention.Gallup’s study found that there was up to 43% lower turnover in companies where employees reported being engaged.

  • Better customer satisfaction. Engaged employees care about their jobs and will, therefore, provide better service. Glassdoor research indicates that a 1-point increase in the Glassdoor company rating (measuring employee engagement) equals a 1.3-point increase in customer satisfaction.

  • Improved safety and security. The Harvard Business Review reported that businesses that had high engagement scores had 48% fewer safety incidents and 41% fewer quality incidents.

  • Higher profitability. Engaged employees will earn more money for their company; there is a 21% increase in profitability correlated to highly engaged business units, as reported by Gallup.

These reasons are the "business case" for why employee engagement is important. But there’s also a personal case: we all deserve to work somewhere we are engaged in our work and valued for our contributions.

And employees are waking up to this fact. Given the rise of remote work during the pandemic, employees are realizing that they have options. They are no longer location-dependent and can seek out workplaces that give them the employee experience they’re looking for. This is one of the driving factors of the Great Resignation and a reason leaders need to wake up and pay attention to employee engagement.

To sum it all up: Employee experience is made up of actions and environmental factors, controlled by the employer. A good EX will produce employee engagement, which is when staff enjoy their work and feel valued at the workplace. This all matters because strong employee engagement is better for people and better for businesses. In a time of great uncertainty, the need for strong employee engagement remains constant and important.

#contactcenterworld, @centrical


About Centrical:
Company LogoCentrical is an employee engagement platform combining Real-time performance, Personalized micro-learning, Advanced gamification and Augmented coaching.
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Today's Tip of the Day - Scripting

Read today's tip or listen to it on podcast.

Published: Wednesday, June 8, 2022

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2023 Buyers Guide Inbound Call Handling Services

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
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Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.


WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
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