A leading global investment management firm partnered with Verint to improve efficiency in its retail support operations group (RSO), handling back-office transaction processing. Limited tools hindered performance measurement and improvement, exacerbated by increased automation in other areas. RSO implemented Verint Workforce Engagement™, including Workforce Management™ and Application Visualizer™. This allowed real-time data capture to enhance productivity, proficiency, and compliance. Results included a standardized resource management framework, 50% reduction in idle time, 15% decrease in headcount, and improved activity per associate and Day-1 completion rates.