The Hustle
Years in Tampa Bay
12
Hustle (job)
Founder & CEO.
What do you do?
RankMiner harnesses Machine Learning and Predictive Voice Analytics to drive extraordinary call center performance. Unlike speech analytics, our patented technology extracts emotions and behaviors from phone conversations to help increase the emotive IQ of call center agents to dramatically improve performance.
Why do you do it?
Working with people over the phone in a call center environment isn’t an easy job. And the focus of trying to get people to adhere to call scripts doesn’t lend itself to superb customer experience. Research has shown that how customers actually feel after phone conversations will either strengthen or weaken their brand loyalty. We believe that harnessing machine learning to automate predictive and prescriptive analytics not only helps companies perform significantly better, but is also a ton of fun! It’s also been really satisfying to help companies better train and retain their call center agents.
What was your Catalyst? (How did you get started?)
I worked in Central Europe for 10 years immediately following college. My roles were primarily about starting new businesses or growing new businesses, so I was constantly on the lookout for new technologies and emerging trends. Fast forward to a few years ago, some of my European contacts came across a group that was working toward identifying vocal emotions … from my time running the Fraud Analytics business for FIS, I recognized a tremendous opportunity. Emotions drive so much of what we do, from the decisions we make to the actions we take – but being able to identify the subtleties of emotions without the benefit of visual queues and body language can be really tough. We thought this technology had the potential to make an enormous impact on a company’s bottom line – and that has been proven out with our various clients.
What’s a common misconception or unknown aspect of what you do?
When stories are told about successful entrepreneurs, they usually focus on the “overnight success” part. The truth is that it takes a lot of hard work, help from others and plain old-fashioned good luck.
What’s the most challenging part of your Hustle?
Maintaining balance.
What’s the most valuable piece of business advice/insight that’s helped you?
Be rigorous with ideas and respectful of people.
