Jonathan Graham

Jonathan Graham

After studying engineering at Cambridge Jonathan worked for and invested in small businesses in construction and leisure. He spent five years at Advent Venture Partners calculating, analysing and reporting on performance of the managed venture capital funds. Advent had an emphasis on communications and IT, providing Jonathan with valuable insights into reasons for successes and failure. Whilst working as a partner in a consultancy advising venture capital managers, Jonathan was approached by the founders of Syntec who wanted to buy out one of their number. He ended up joining the board as finance director and then bought out the remaining investor to create a business wholly owned by its executive directors and which remains free from external investors.

Giving the customer control of the contact center experience

Contact center management
Written by Jonathan Graham March 3, 2020

Experience customisation is an innovation that’s blossoming in the 21st century. Technology has advanced to the point where a technologically-delivered product can be customised by the consumer’s selection of such a wide variety of options that each instance is likely to be unique. Consider for instance any premium automobile. From the customer’s viewpoint, the range […]

Giving the customer control of the contact center experience Read More »

Experience customisation is an innovation that’s blossoming in the 21st century. Technology has advanced to the point where a technologically-delivered product can be customised by the consumer’s selection of such a wide variety of options that each instance is likely to be unique. Consider for instance any premium automobile. From the customer’s viewpoint, the range

Cash is no longer king – how does this affect the payment card industry?

Contact center management, PCI DSS
Written by Jonathan Graham July 20, 2017

It’s just been reported by the British Retail Consortium that payment by card now accounts for more transactions than all other payment types combined in the UK. In particular, there’s been a massive growth in the use of contactless card payments, so much so that there’s speculation that we may be moving towards becoming a

Cash is no longer king – how does this affect the payment card industry? Read More »

It’s just been reported by the British Retail Consortium that payment by card now accounts for more transactions than all other payment types combined in the UK. In particular, there’s been a massive growth in the use of contactless card payments, so much so that there’s speculation that we may be moving towards becoming a

UK regulation of outbound telephone marketing scores another own goal

Telecoms
Written by Jonathan Graham May 10, 2016

As you may have seen in the news, the law regarding outbound direct marketing calls has changed. Currently one in five outbound direct marketing calls is from an anonymous or withheld number, something that became illegal from 16 May 2016.  UK registered companies that flout the revised regulations could be subject to penalties of up to £2.5

UK regulation of outbound telephone marketing scores another own goal Read More »

As you may have seen in the news, the law regarding outbound direct marketing calls has changed. Currently one in five outbound direct marketing calls is from an anonymous or withheld number, something that became illegal from 16 May 2016.  UK registered companies that flout the revised regulations could be subject to penalties of up to £2.5

Telephone number changes – 0845 ain’t dead yet!

Contact center management
Written by Jonathan Graham July 28, 2015

You’re probably aware that the regulator Ofcom imposed a change to the revenue regime on all UK numbers beginning 08, 09 and 118, which took effect on the 1st of July 2015.  This suggests another review of inbound telephony numbering may be worthwhile, after CCICACR (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations) which

Telephone number changes – 0845 ain’t dead yet! Read More »

You’re probably aware that the regulator Ofcom imposed a change to the revenue regime on all UK numbers beginning 08, 09 and 118, which took effect on the 1st of July 2015.  This suggests another review of inbound telephony numbering may be worthwhile, after CCICACR (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations) which

Call recording in your contact center – advice, hints and tips for wise practice

Contact center management, Telecoms
Written by Jonathan Graham November 11, 2014

Many organizations use some form of call recording. If yours is one of them then it’s important to be sure that you’re complying with the law on call recording. Prompted by a recent enquiry from one of our customers, here is a quick health-check review of the most common legal issues relating to call recording.

Call recording in your contact center – advice, hints and tips for wise practice Read More »

Many organizations use some form of call recording. If yours is one of them then it’s important to be sure that you’re complying with the law on call recording. Prompted by a recent enquiry from one of our customers, here is a quick health-check review of the most common legal issues relating to call recording.