Maximizing Results: The 'Effort vs Outcome' Framework

As a manager, I utilise a 2x2 grid to prioritise tasks based on Effort (resources/time/capital) and Outcome (benefit to the company).

Contact Centers have finite resources (limited effort), making it critical to allocate them to high outcome tasks that drive a return on investment.

Additionally, there's value in exploring opportunities across the entire grid, but we should be mindful of prioritizing high outcomes. Some initiatives, such as maintaining legacy WFM processes, may require high effort but result in low outcomes. However, neglecting these duties will lead to a larger technical debt in the long run, hindering business efficiency. The key is to be aware of these high effort / low outcome tasks and continuously seek ways to reduce the effort.

Another important consideration is the accumulation of low effort and low outcome tasks. A few of these items on your to-do lists might go unnoticed, but too many can turn your team into an administrative force rather than driving value for the business. Let's avoid the death by a thousand cuts!

Lastly, it is acceptable to decline most high effort and high outcome initiatives. While the promise of a pot of gold at the end of the rainbow can be enticing, it's essential to understand the total cost of ownership to reach that goal. The lesson here is to deeply understand the problem the initiative will solve and take the time to consider all the 2nd and 3rd order of effort required to get it off the ground!

This framework could be a valuable tool for managers to prioritize tasks effectively. By allocating resources to high outcome areas with strong returns on investment, businesses can optimize efficiency and drive tangible results. Avoiding low effort, low outcome tasks ensures teams remain focused on delivering value. Good luck!