Mr. Michael P. Callaghan

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  crmguru.custhelp.com/cgi-bin/crmguru.cfg/php/enduser/st - [Cached Version]
  Published on: 10/28/2005    Last Visited: 10/25/2008  

  Mike Callaghan, CEO of the performance optimization company, Opus Group, said in an interview at ContactCenterWorld.com:

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  staging.cmpevents.com/CCd6/a.asp?option=G&V=3&id=277146 - [Cached Version]
  Published on: 3/18/2007    Last Visited: 3/18/2007  

  Mike CallaghanCEO, Opus Group
  
  Michael P. Callaghan founded Opus Group with the goal of creating an entirely new kind of company.His vision was to marry the strongest team of experts in the industry with the technology tools that would allow every client to achieve quantum performance improvement.With over 15 years of experience in service center operations, Mr. Callaghan saw firsthand the significant investment in technology and people companies were making as the role of the service center evolved.At the same time, those companies struggled to realize returns and significantly advance operational capability.Mr. Callaghan identified the need to leverage those things already in place by providing new visibility into operational performance along with a process foundation for better, faster, cheaper execution.Armed with a deep understanding of the industry and technology tools, Opus Group is able to guarantee each and every client a minimum 3:1 performance improvement in writing.Mr. Callaghan's extensive performance management experience began as a U.S. naval officer responsible for logistical operations.Mr. Callaghan expanded his experience as a key member of Tiffany and Company's corporate retail development team responsible for customer service strategy.Before co-founding Opus Group, Mr. Callaghan was a principle at IMC Ltd., an operations consultancy specializing in the contact center industry.Mr. Callaghan was responsible for some of the largest client engagements during a period of rapid growth for the company.Mr. Callaghan holds a B.S. in Marketing from University of Notre Dame and completed the naval post-graduate program in Athens, Georgia.n/a
  
  (Updated: 12/20/2004)
  
  Session:
  
  [TA4] Technology in Action: A Case Study in Operational Analytics with John HancockSpeaker: Mike Callaghan (CEO, Opus Group), Gerry Leavitt (Director, Client Services - US Annuities, John Hancock Financial Services)

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  www.incoming.com/knowledgecenter/details.aspx?id=1830 - [Cached Version]
  Last Visited: 5/30/2009  

  Michael Callaghan, chief executive officer of Opus Group, believes another metric call center's should be paying more attention to is pend rate. Similar to FCR, pend rate gives you insight into why calls couldn't be solved initially.
  
  "Pend rate is a great metric because it really links the overall resolution of the customer's issue to a single metric â€" not just to what they do on the phone but potentially what happens after the phone call," he says.

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  www.usercentric.com/news/2005/03/17/gavin-lew-named-fin - [Cached Version]
  Published on: 3/17/2005    Last Visited: 9/29/2009  

  The March 14, 2005 Sun Times article, titled "Tech stars to glow at Planetarium gala," Gavin is mentioned as one of three Rising Star award finalists along with Opus Group CEO Michael Callaghan and Jai Shekhawat, CEO of Fieldglass.

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  www.theopusgroup.com/newsletters/Dec2004/newsletter.htm - [Cached Version]
  Published on: 12/1/2004    Last Visited: 3/1/2007  

  Michael Callaghan, CEO, Opus Group contributes to the discussion with "5 Questions To Get Started with Performance Management".... Learn More.

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  www.theopusgroup.com/newsletters/Oct2004/ - [Cached Version]
  Published on: 10/1/2004    Last Visited: 3/1/2007  

  >> Michael Callaghan, CEO, Opus Group, Explains Workforce Optimization
  ...
  By Michael Callaghan, CEO Opus Group

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  www.theopusgroup.com/newsletters/Apr2005/docs.php - [Cached Version]
  Published on: 1/1/2005    Last Visited: 3/1/2007  

  By Michael Callaghan, CEO, Opus Group

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  www.theopusgroup.com/newsletters/Aug2004/ - [Cached Version]
  Published on: 8/1/2004    Last Visited: 3/1/2007  

  >>Opus Group's CEO, Michael Callaghan, to speak on panel focusing on the real deal , how to maximize performance
  
  Contact Center "Best Of Show" Solutions Announced at ICCM, Chicago
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  "New service technologies, such as self-service Web applications, are blurring the traditional boundaries between front-office and back-office operations," said Michael Callaghan, CEO of Opus Group."We believe operational performance initiatives should not stop at the walls of the customer contact center.Smart companies are using what they have learned about quality, service and high performance from customer-facing operations as leverage in optimizing back-office functions."
  
  Opus Suite 2.0 is part of the Opus Solution, a blend of services and technology that transforms "back-of-the-house" functions from transaction-focused cost centers to centers of high performance in an enterprise.Callaghan said that the Opus Solution is already helping major insurance companies, such as Mutual of Omaha and OneBeacon, post "seven-figure" operating savings and "double-digit" service improvements in both front- and back-office operations.
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  Opus Group's CEO Michael Callaghan to Speak at ASMI
  
  Opus Group's CEO Michael Callaghan to Speak at ASMI Performance Management Conference.High-Profile Panel Will Discuss Performance Management: Critical Success Factors for Designing and Implementing Effective Performance Management Systems, on Monday September 13 at 4:15pm.

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  www.theopusgroup.com/newsletters/Mar2005/ - [Cached Version]
  Published on: 3/1/2005    Last Visited: 3/1/2007  

  "Operational Performance Management is delivering outstanding results for companies in front- and back-office service functions by harnessing data from existing systems and linking it to optimized business processes," said Michael Callaghan, CEO of Opus Group.

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  www.theopusgroup.com/newsletters/Feb2005/ - [Cached Version]
  Published on: 2/1/2005    Last Visited: 3/1/2007  

  Michael Callaghan, CEO, Opus Group, explains how contact centers are being charged with contributing to revenue growth.

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