For Contact Center, CX, and Customer Service Leaders
Training teaches words.
Systems control conversations.
In the next 12 months, two kinds of contact centers will exist. The ones whose teams have a system. And the ones whose teams have a script. AI has already decided which calls reach your humans.You decide whether they are ready.
75%
Call-Time Reduction
at one utility client
4.8 / 5
From 6,700+ reviews
on LinkedIn Learning
3M+
Learners on
LinkedIn Learning
25 Years
Of installations across
Fortune 500 contact centers
Trusted By
The Modern Escalation Reality
AI just chose which calls reach your team.
The easy ones are gone.
What is left for your team are the calls that do not have a script.
The emotional ones.
The policy-driven ones.
The ones where the customer has already been passed around twice.
The ones that end in escalations, exit interviews, and screen recordings on TikTok.
The Binary
Two kinds of contact centers exist now.
Type One
Teams with a system.
A structure for the calls AI cannot handle. An installation, not a hope.
Type Two
Teams still hoping.
Another empathy training. Another quarterly refresh. Another explanation to the SVP .
The Choice
You are already in one of them.
You are choosing which one.
Director-Level Proof
“Our team immediately began applying the 3Rs after Myra’s session. The concepts gave us practical, memorable tools to handle tough conversations, and we’ve already seen the difference in calmer, faster resolutions.”
Sarah Mathis
Senior Director of Guest Experience · Jacksonville Jaguars
The Diagnosis
This is not a people problem.
It is a structure problem.
Your team is not failing because they are underqualified. They are failing because no one has handed them a system that holds up when the call gets hard.
When the System Has to Hold
Pressure 01
When the customer is yelling.
Pressure 02
When the policy says no.
Pressure 03
When the call has already been transferred twice.
Without Structure · What Happens by Default
So they default to what humans default to under pressure. They lose control of the call without realizing it is already gone.
The Real Lever
This is not about hiring better people.
This is about giving the people you have a structure that works in the room where it gets hot.
The Events Your Role Is Measured Against
You already know what unstructured conversations cost.
Four incident reports. Four moments every contact center leader has been pulled into — or fears.
The Recording Goes Viral.
A recording of one of your reps goes viral on a Tuesday. By Thursday you are in a meeting with Legal, Comms, and your SVP — explaining what happened and what you are doing about it.
Your Best Agent Resigns.
The one you have been protecting. The one you cannot afford to lose. Her exit interview names the daily emotional load and the absence of any real support.
Someone Said What Should Never Have Been Said.
A regulatory complaint lands. Someone said something on a recorded line that should never have been said. You were not in the room.
CSAT Slips. The Board Asks.
CSAT slips three points in a quarter. NPS follows. The board asks. The CEO asks.
These Are Not Hypotheticals
They are the events your role is being measured against.
Every quarter. Every board review. Every exit interview.
How Leaders Prevent the Events
The 3R Conversation Control System™ is how leaders prevent the events.
Not by hiring better.
Not by hoping.
By installing structure.
The system. Three moves. Built for the room where it gets hot.
01
Regulate.
Before anything else, the rep stabilizes the emotional state of the call. This is where I teach the psychology, not a handful of empathy phrases. There is a specific, research-backed move that drops a customer’s emotional temperature without conceding an inch, and once your rep understands why it works on the brain, they can run it on command.
02
Redirect.
More than 90 percent of my clients tell me Regulate alone brings the temperature all the way down and hands control back to the rep. For the outlier, the customer who stays hot or the issue that runs complex, Redirect takes over. It moves the call out of the back-and-forth, neutralizes the aggression, and points the conversation forward, using psychological tactics I teach move by move.
03
Resolve.
Resolve is about ending the conversation cleanly, even when the answer is no, even when you cannot give the customer what they want. This is where I hand your reps the Clarity Ladder and teach them psychological priming, so they close without over-explaining and without re-opening the discussion, and the customer walks away settled even when the answer did not change.
Three moves. Learned in 82 minutes, taught by me directly, not a faceless avatar. Then drilled until they become muscle memory.
The Psychology Inside Regulate
Let me show you what Regulate really is.
When two chimpanzees fight, they often fight to the death. When one of them realizes he is losing, he has one move left that can save his life. He breaks from the battle, finds the nearest baby chimp, carries it back, and lifts it up into the face of the alpha. In an instant, the alpha’s testosterone drops. He calms. And for that moment, the losing chimp is safe.
The beta chimp did not win the fight. He regulated the emotional state of the alpha, and that is what saved him.
Your reps do the same thing on every hard call. Not with a baby chimp. With their words. That is Regulate, and it is the first thing I teach inside De-escalation Academy, because a customer whose emotional state has not been regulated cannot be redirected, and cannot be resolved. The brain will not let them.
This is psychology, installed as a move your team can run on the next call.
A Manifesto
Conversation Engineering is the discipline of designing how every consequential conversation will end before it begins.
It is not training. Training teaches what to say.
Conversation Engineering installs how your team thinks under pressure.
Once installed, it does not fade.
It becomes the operating layer of every call, every chat, every customer, every day.
We spent 25 years building it.
Your team can have it installed in 82 minutes.
See the system in action. Module One is free.
Try Module One Free→No credit card · Instant access · From $3,997
The Moment This Became a Life’s Work
I was sixteen. I was less than four feet away.
This is the moment De-escalation Academy was born.
It was my first job. Kmart. Six months in.
A customer was at the counter with a complaint. The voice climbed. The body language shifted. The hand went up.
The slap was loud. Then it was a fight.
I have never forgotten how fast it happened. The distance between the first sharp word and the first strike was shorter than anyone in that store believed it could be.
That moment did not scare me away from customer service.
It made me obsessed with it.
What, if anything, can the human in the middle of an escalation actually do?
I went to college. Psychology. Then graduate school. Human relations, organizational development. I did not know, walking into those programs, that I was building the toolkit I would spend twenty-five years applying to the question I first asked at sixteen.
Myra Golden · Founder, De-escalation Academy · Architect of The 3R Conversation Control System™
The Epiphany
The escalation is not a personality problem. It is a brain problem.
A customer who is escalating is not making a decision. Their prefrontal cortex, the part of the brain that reasons and chooses, has been hijacked by the limbic system. The amygdala is in charge. You are not talking to a person making a bad choice. You are talking to a person whose decision-making center has gone offline.
The entire work is moving that customer out of the limbic system and back into the prefrontal cortex, so logic can return and the call can resolve.
That is what The 3R Conversation Control System™ does. Twenty-five years of refinement on what I first saw at sixteen.
Inside the Flight Simulator
This is not a course. It is The 3R Flight Simulator™.
Most de-escalation training ends when the video ends. Yours does not.
Inside De-escalation Academy, your team enters The 3R Flight Simulator™ — a live, interactive coaching lab where your reps apply what they just learned, step by step, against AI personas designed to play the role of real customers who come in hot.
Real scenarios. Interactive practice. The personas walk in at a 5. Your reps de-escalate them down to a 1. The AI rates every run.
01
After Regulate.
AI personas, modeled on real customer archetypes, come in at a 5. Angry, escalating, talking over your rep. Your rep practices Regulate live. The AI rates whether they actually brought the persona down toward a 1, or whether the persona climbed.
02
After Redirect.
Customers come in resistant, looping, refusing to move forward. Your rep practices Redirect. The AI rates the structural moves and the recovery from any drift.
03
The Finale.
A full simulated escalation, end to end. Regulate, Redirect, Resolve. The AI rates on all three. Your rep does not graduate without scoring out. This is where Conversation Operators are made, and proven.
3R Baseline Assessment.
A live, AI-prompted diagnostic that shows you exactly where each rep is starting — so you know what was true on day one, before you ran the system.
✓ Written results · Board-deck ready
3R Installation Assessment.
The same diagnostic, run again — so you have proof, in writing, that the system is installed in each member of your team.
✓ Side-by-side comparison · Procurement-grade
The Two Snapshots · Sample Team Report
Days
Sample Report · Numbers Are Illustrative
What Procurement Sees
Two diagnostic snapshots, side by side. The kind of evidence procurement signs off on.
Why It Has to Be Her
AI will handle the easy calls. The hard ones are still a human problem — and that is the problem
Myra Golden has spent her career solving.
In production. Where the work actually happens.
For 25 years, she has been the trainer Fortune 500 contact centers call when the script stops working. More than 3 million professionals have learned her methods through LinkedIn Learning. And while most CX experts are still theorizing about AI, she is running a 19-agent AI workforce in production — watching exactly where the technology hands the conversation back to a human, and what that human needs to win it.
That is why Walmart, McDonald’s, Coca-Cola, Frito-Lay, Vera Bradley, and three NFL franchises bring her in — alongside teams inside healthcare, financial services, insurance, utilities, and regulated industries where every conversation carries compliance weight. The escalations are not going away. AI is making them sharper, faster, and more loaded.
This is not about replacing your people. It is the opposite. Their work just got harder, the stakes behind every contact just got higher, and they are carrying it in the most anxious year of their careers. Myra builds the structure that protects them, and the brand they represent.
Myra builds the layer that holds.
Why the Flight Simulator Exists
Under pressure, no one rises to the occasion.
In my experience, reps do not struggle with what to say.
They struggle with what to say when the customer does not accept it.
They struggle with what to say when the customer talks over them.
They struggle with what to say when the policy answer is the unpopular answer.
That is not a script problem. That is a pressure problem.
Scripts work in training rooms. Pressure works in the next call.
“Under pressure, we don’t rise to the occasion. We rise to the level of our training.”
Navy SEAL Maxim
The 3R Flight Simulator™ was built for that level. Not the level your reps perform at when the room is quiet and the supervisor is watching. The level they fall back to at 4:47 PM on a Thursday when the third escalation in an hour shows up and the easy answers have already been used.
Scenario practice is how that level gets built. Real situations. Interactive moves. Reps apply what they learned, step by step, against AI personas designed to play the role of the customers your team actually meets.
This is not theory. This is repetition under designed stress until the system becomes muscle memory.
Your reps will not rise to the occasion. They will rise to the level of their training.
Included With Enrollment
Ask Myra™
Your team’s coaching companion. Available 24/7.
It Took Me
2 Years
to build her.
It Takes Your Team
10 Seconds
to ask her.
Ask Myra™ is your team’s coaching companion — built on a foundation most de-escalation training will never touch.
What She Is Built On
A degree in psychology.
25 years of the method.
Every question I have ever been asked.
Across 3M+ learners on LinkedIn Learning — plus my digital courses, my live workshops, my YouTube community, and the frontline reps who write me directly.
The curricula I have designed.
For contact centers, healthcare systems, and retail teams.
The field interviews I have done.
With former police officers, security professionals, mental health clinicians, and arbitration lawyers.
All of it, loaded into one always-on coach. Available 24/7 only to De-escalation Academy students.
The way they would if they were sitting across from me in a coffee shop.
Training vs. Installation
This is what makes the difference between training and installation.
Training fades.
Installations hold.
The Identity Shift
You become a Conversation Architect.
Not the leader hoping behavior change happens.
Not the leader running another round of empathy training.
Not the leader explaining to your SVP why the team did not see it coming.
The leader who installed the system before you needed it. The Conversation Architect of your organization.
The Architect’s Reputation
The Director
whose team metrics do not slip in the quarters when escalations rise across the industry.
The VP of CX
whose CSAT scores get quoted in the board deck.
The L&D Leader
the CEO actually remembers when promotions get discussed.
What Installation Delivers
Calmer customers·Shorter calls·A team that does not flinch·A leader with answers, not explanations
The Decision in Front of You
That is what installation buys.
That is what you are deciding about.
What Your Team Becomes
Your reps become Conversation Operators.
Not agents reading scripts.
Not reps surviving shifts.
Conversation Operators.
Trained on the 3R System. Calibrated in the Lab. Backed by Ask Myra™ at every hour they are on the floor.
Conversation Operators do not lose calls. They do not lose composure. They do not lose the customer.
They run the system in real time, on every call, in every chat, with every customer. Especially when the call gets hard.
A team of Conversation Operators is what every contact center director is quietly trying to build. Most are doing it without a system. Yours will not be.
Living proof of what a Conversation Operator becomes:
“Before attending your training, I struggled with de-escalations. After completing it, I’ve now spent two years without needing to escalate a customer to my supervisors, no matter how difficult the issue or how upset they were. One supervisor mentioned that, out of all the agents he manages, I’m the only one who consistently handles de-escalations smoothly.”
Dianne Embuscado · Customer Service Representative
A Week from Now
Imagine Monday morning.
Monday
before 9am
Three escalations land in the queue. Your team handles all three. None come to you. None go to your supervisor. None end with the customer asking for a manager.
Wednesday
mid-afternoon
Your CSAT dashboard climbs two points. You stop double-checking the number. It is not a fluke.
Friday
morning
Your top supervisor mentions in passing that Tuesday was the calmest day she has had in a year.
What is also missing this week
You do not write a single recovery email this week.
You do not reschedule a single calendar block to handle a complaint.
A customer wrote in. They specifically named one of your reps. The phrase they used:
“professional and calm”
That Is the Decision in Front of You
That is what installation looks like.
That is the version of next month you are deciding about.
The Origin
The moment behind the system.
Myra Golden · Founder, Conversation Engineering
The moment that built this system did not happen in a call center.
It happened in a doctor’s office.
Myra Golden was on the receiving end of difficult news. What she remembered afterward was not the information itself. It was how it was delivered.
Calm.·Clear.·Steady.·Empathetic without losing control.
That moment sparked a question that became her life’s work.
Are great conversations instinct,orstructure?
She studied how physicians are trained to deliver life-altering news.
She studied how surgeons brief families.
She studied the conversational architecture behind moments where the stakes are too high for improvisation.
Then she translated that architecture into a system for the conversations your team is having every day.
What she found
Confidence does not create structure.
Structure creates confidence.
25 Years
Of Frontline Training
3M+
Learners on LinkedIn Learning
47 Courses
Translated Into 11 Languages
For 25 years, Myra has trained inside Fortune 500 contact centers and reached more than 3 million learners on LinkedIn Learning — teaching them to maintain control, deliver clarity, and resolve conversations under pressure. With 47 active courses translated into 11 languages, she is one of LinkedIn Learning’s most-watched instructors on customer service.
Today she is the founder of Conversation Engineering — the discipline behind the 3R Conversation Control System™ and the 3R Flight Simulator™ inside De-escalation Academy.
Her work has become more essential, not less, as AI has rewritten which calls reach your humans.
The Architect’s Validation
“When I needed soft skills and call control eLearning for Walmart.com Customer Care Agents, it quickly became apparent that Myra’s materials were the Gold Standard.”
Betty Doyle
Former Senior Learning Designer, Customer Care · Walmart e-Commerce
For the leaders who already know my work
You did not arrive here by accident.
If you have already taken one of my courses, this page is the next chapter.
A contact center director watched Module 7 of one of my courses at 11 PM after the worst call review week of her year.
Two months later, her trainer pinged her on Slack. We have to bring Myra in.
Then her HR partner. We have to bring Myra in.
Three weeks ago, she emailed her team. We are going deeper.
This page is her landing.
If you found my courses inside a subscription learning library and they did real work for you, that is good. Stay subscribed. Those courses do an excellent job at what they were built to do, which is help one professional grow stronger one module at a time.
De-escalation Academy is what comes next, by design.
It is the deeper work, built for the moment your team needs more than personal growth, when the team needs structure.
Here is what is on this side of the doorway
Live AI Practice Labs
Your team practices the 3R System on simulated escalations the same week they learn it. They rate themselves. The AI rates them. They drill until the move becomes automatic. No external course library has this.
You're Not Leaving Here Alone
The 30-Day Installation Plan for your team. The 9-Step Coaching Framework, the leadership tool you run with your supervisors to hold the work in place. The Specifications Portfolio for HR and L&D. Ask Myra available 24/7 for twelve months. Your team finishes the training. The leadership tools keep the work alive.
The Architects’ Briefing
A 60-minute Zoom room with Myra teaching the work that does not appear in her courses or her books. Founding-tier members only. Once. Recording goes only to founding-tier organizations.
You watched the courses. You took the notes. Your team noticed. Your trainer noticed. You are here because you are ready to install the work, not just admire it.
Welcome to the next chapter.
— Myra
Try Module One Free→Who This Is For
Built for the leaders carrying the weight.
This system is built for the leaders responsible for what happens on the call.
If your team handles emotional, complex, or high-stakes conversations — on phone or in chat — this is the structure they have been missing.
It works inside
Healthcare·Financial Services·Retail·Insurance·Utilities·Government·Telecom
If a customer can get angry on your line, your team needs this system.
Especially in Regulated Industries
Healthcare. Financial services. Insurance. Utilities. Pharmaceuticals. Government.
Every conversation on a recorded line is a compliance event waiting to happen.
The 3R Conversation Control System™ is built for the exact moments where the wrong word becomes a regulatory complaint, a viral incident, or a deposition.
The structure is what protects your team, your customer, and your brand simultaneously.
The Brands We Have Trained
The world’s most respected brands choose Myra Golden.
25+
Years leading the practice
3M+
Learners on LinkedIn Learning
4.8 / 5
From 6,700+ reviews on LinkedIn Learning
What's Included
What installs into your team.
For Your Front Line
Core
3R Conversation Control System™ Core Training.
82 minutes of structured instruction taught directly by Myra Golden. Not a faceless avatar. Not a generic narrator. The architect of the system, in the room with your team.
Practice
The 3R Flight Simulator™.
Three live coaching checkpoints (after Regulate, after Redirect, and a finale graduation run), the 3R Baseline Assessment, and the 3R Installation Assessment. AI personas, built on real customer archetypes, come in at a 5. Your reps bring them down to a 1. The AI rates every run.
24/7 Coaching
Ask Myra™ — Your Coaching Companion.
Two years of training. 25 years of method. A degree in psychology. Every question Myra has ever been asked. One always-on coach, available exclusively to Academy students.
Phrase Library
57 Phrases for De-escalating Any Customer Conversation™.
A scan-and-grab phrase library, organized by 3R move (which phrases regulate, which redirect, which resolve). So your reps stop searching for words in the moment, and start grabbing them.
Reinforcement
The "You're Not Leaving Here Alone" Graduation Toolkit.
A reinforcement package every student receives the moment they complete the program. The 30-Day 3R Challenge habit calendar. Continued Ask Myra™ access. The Priming Architect™ free permanent access. The CX Leader's AI Coaching Pack.
Installation Plan
The 30-Day 3R Installation Plan™.
A day-by-day reinforcement structure that turns the training into a permanent operating standard. Your team is not just trained. The system is installed.
Materials
Workbooks, exercises, and quizzes.
Built into every module. Designed for retention, not completion. Closed-captioned video on every module. Accessibility-ready for every team.
LMS
SCORM 1.2 compliance.
Drops directly into Absorb, Cornerstone, Docebo, or your LMS of choice. No integration project. No IT ticket. Your team is in the training the same week you decide.
For Your Leadership Team
Leadership Tool · Durability
The 9-Step Coaching Framework™.
A reinforcement loop you and your supervisors run after the training, so behavior holds three months, six months, twelve months later. This is the tool that kills the training fade most programs cannot solve. Built for leaders, not for frontline reps.
Leadership Tool · Visibility
Leadership Command Center reporting.
You see who completed what, when, and how the system is being adopted across your team. Real visibility for the leader who bought the program. Your reps never see this dashboard. You do.
The Apples-to-Apples Comparison
What you actually get vs. the alternatives.
Most leaders evaluating de-escalation training compare the wrong things.
| Approach | What you get | What is missing |
|---|---|---|
| Doing nothing | Slow accumulation of escalations, attrition, and brand risk | A system. A structure. A way out. |
| A subscription learning library | Excellent solo skill-building for individual reps | Team-wide installation, reinforcement, measurement, 24/7 always-on coaching, the Lab, and the Coaching Framework |
| One-day workshop | A high-energy day of training | Durability, lab practice, written diagnostic, ongoing access, the Coaching Framework |
| Internal training built by L&D | Custom content, slowly | 25 years of psychology research, the 3R System, the assessments, Ask Myra™ |
| De-escalation Academy | All of the above. Installed. | Nothing. |
Every other approach leaves something out. De-escalation Academy leaves nothing out.
Ready to see what installation looks like? Start with Module One.
Try Module One Free→No credit card · Instant access · From $3,997
Enrolling a team? Team Plans start here →The Investment
Companies pay $12,000 for one day of in-person 3R installation.
You are not paying that.
The Full Value Stack
Four AI-Powered Bonuses
Included with every enrollment.
Four custom AI agents, each specialized for a different role. All built on the same Myra-voice foundation as Ask Myra™.
For you, the leader. Feed it your team’s escalation patterns, attrition rate, CSAT trends, and three highest-volume pain scenarios. Receive a custom 90-day installation roadmap, projected outcome metrics, the specific reps to prioritize, and a board-deck-ready executive summary.
For your supervisors. A custom AI agent that calibrates the 3R system to any escalation scenario your team is facing. Returns scenario-specific scripts, role-play prompts, coaching cards, and a one-page supervisor playbook.
For your Conversation Operators. A custom AI agent that diagnoses what went wrong on any hard call. Returns which R broke down, why, what to do next time, and a personalized practice drill.
For your reps and supervisors. Writes psychologically-primed customer responses in Myra’s voice. Built on the same framework that helped one utility client cut average handle time from 19 minutes to 4 minutes on their hardest call type.
Founding-Tier Bonus · Retired When the Window Closes
The Architects’ Briefing™ only happens once.
Live with Myra. 60 minutes. Founding-tier leaders only. $2,997 value — included.
In one 60-minute Zoom room, in front of every founding-tier leader who enrolled during the Founders’ Window, Myra teaches a piece of her work that does not appear in her courses or her books. The five questions every Conversation Architect must answer before Day One. How to coach the bottom 20% without firing them. The Installation Diagnostic that tells her by Week Three whether your organization will succeed. The exact rollout sequence for multi-site, multi-shift teams. Date will be announced inside the Founders’ Window. Recording goes only to founding-tier organizations.
Your Investment
$3,997
Perpetual license. Unlimited internal use. No recurring fees.
For the Leader Walking This Into a CFO Review
The line on your budget that defends itself.
Companies pay $12,000 for a single day of in-person installation. This is $3,997, once. A perpetual license, unlimited internal use, no per-seat fees, no renewals, ever. You install it into this year’s team, next year’s team, and every new hire after that, on the same license.
Now set that one-time number beside the cost of the event it prevents:
- · One regulatory complaint.
- · One recording that travels.
- · One resignation from the person you cannot afford to lose, in a year when rehiring is the last thing your budget or your team wants.
Against any one of those, $3,997 is not a cost. It is the cheapest protection on your dashboard, and one of the rare investments that protects your numbers and your people at the same time.
Two Ways to Enroll Your Team
No LMS? We host it for you.
The $3,997 license above installs into the LMS you already own. If you do not have an LMS, or you want Myra’s team to host the training for you with built-in progress reporting, the Team Plans path is built for that.
Path A · You already have an LMS
Perpetual License, $3,997
SCORM 1.2 install. Unlimited internal use. Forever. The full package above.
Path B · You need it hosted
Team Plans, per-seat tiers
Hosted on Myra’s platform. Multiple seat sizes (10, 15, 25, 50, more). Progress tracking and completion reports included. No LMS required.
Tip: if you are enrolling 11 to 15 seats, the 15-seat tier is often the better deal. Check both on the Team Plans page.
The Founders' Window
The window is open.
De-escalation Academy is always available. The page is always live. What is time-bound is the founding-tier offer. When the window closes on July 31, the price rises to $4,997 for every new enrollment, the live Architects’ Briefing™ with Myra is retired permanently, and the founding-tier price does not return.
But the real cost of waiting is not the thousand dollars. It is the season in between. Every week you wait is another week your people absorb the hardest contacts of the year without the structure that protects them, and another week your brand carries a risk that a single conversation could turn into an event. The thousand dollars is the smallest thing you lose by waiting. The structure working for your team this quarter instead of next is the largest.
What changes when the window closes
- The price increases to $4,997 for all new enrollments.
- The Architects’ Briefing™ is permanently retired. The recording goes only to founding-tier organizations.
- The four AI bonus agents remain included with enrollment.
- The founding-tier price will not be offered again.
In 25 years, no organization that has completed the installation has requested a refund.
That is not a marketing line. That is a 25-year track record.
Read it again.
The 30-Day System Installation Guarantee™ is not a love-it-or-your-money-back gimmick. It is a structured installation contract.
Complete the training. Run the 30-Day 3R Installation Plan™. Apply the 9-Step Coaching Framework™. If the system does not deliver value, you receive a full refund inside 30 days.
In 25 years of organizations that have completed those steps, that refund has never been requested.
On Top of the Refund Guarantee
The Outcome Guarantee.
If your team’s 3R Installation Assessment does not show at least a 25% improvement in measurable de-escalation capability within 60 days of completion, Myra will run a free private 60-minute calibration session with your supervisors and recommend a path forward at no additional cost.
You do not just get your money back if it does not work. You get the architect on the phone, calibrating the system to your environment, until it does.
Leaders Who Installed the System
In their own words.
Supervisor-Level Proof
“I have received so many compliments about your training. One of the team leads mentioned that he has been able to de-escalate every call since the training.”
Shana Williams
Senior Manager, Customer Services · Tacoma Public Utilities
Enterprise Proof
“You exceeded expectations on every level. The training is perfectly aligned with our CX goals — every detail is thoughtfully designed for our associates. Truly an exceptional experience.”
Marcella Smith
Chief Administrative Officer · Ohio Mutual Insurance Group
Cross-Industry Proof
“Myra and her team were exceptional — clear, creative, and genuinely invested in our success. The final product exceeded expectations and delivered exactly what our team needed.”
Jillian Gonzales, MA
TriCore
Featured Case Study
75%
Average Call-Time Reduction
How a utility company cut call time by 75%.
Before installing the structure
- Long, circular calls with frustrated customers.
- Conversations dragged even when the answer did not change.
- Agents struggled to confidently close calls.
After installing the 3R System™
- Average call time reduced by 75%.
- Fewer repeat explanations and less customer resistance.
- Agents confidently guided conversations to resolution.
That is what installation does. That is the version of next quarter you are deciding about.
Join the organizations that have never asked for a refund.
Try Module One Free→No credit card · Instant access · From $3,997
HR wants measurable outcomes. L&D wants a structured curriculum spec. Procurement wants deployment detail. We put all three in one document.
The Specifications Portfolio is what HR and L&D teams actually evaluate training against.
Not a marketing brochure. A spec sheet.
Send the link. Schedule the review.
Inside:
- ✓Learning objectives mapped to role and team
- ✓Learning outcomes with measurable accountability
- ✓Progress tracking and reporting structure
- ✓Module-by-module course outline
- ✓Compliance, accessibility, and SCORM 1.2 deployment detail
Security & AI Data Handling
Your team’s data stays your team’s data.
Period.
Every AI tool inside the Academy was built under one rule: what your team puts in, only your team sees.
The 3R Calibration AI™ that scores your supervisors’ coaching reps. The Escalation Diagnostic AI™ that breaks down your team’s hardest calls. The Conversation Architecture Audit™ that ingests your monthly metrics. They all run on the same boundary line:
Your inputs are yours. We do not sell them. We do not train public models on them. We do not share them across organizations.
01Storage
Inside your private workspace. Nowhere else.
Your team’s inputs live only inside your private workspace, behind your team’s credentials. Other Academy clients can’t see it. We can’t see it without your written permission.
02Retention
Retained only as long as you need it.
Your data stays only as long as you need it for monthly reporting and Leadership Command Center analytics. You set the auto-purge schedule — 30, 90, 180 days, or annual.
03Boundaries
Never used to train public AI models.
The AI tools run inside your team’s enterprise environment — ChatGPT Team, Claude, Gemini Workspace, or Microsoft Copilot — using your organization’s existing data agreement with that provider. Your inputs never leak into a public training set. Ever.
Regulated Industries
Healthcare. Financial services. Insurance. Utilities. Pharmaceuticals. Government.
Already thought of.
Regulated-industry buyers receive a Data Handling Addendum on request — with the specific terms your compliance team needs for HIPAA, SOC 2 Type II, GDPR, ISO 27001, and similar frameworks. The Specifications Portfolio includes the standard version; bespoke addenda are issued within 1 business day.
It’s your team. It’s your data. It’s your standard.
Real Answers
Frequently asked.
No fluff.
How do I enroll my whole team? Do I have to buy individual licenses?
There are two paths. Path A, the $3,997 perpetual license, is the right fit if you already have an LMS and can install SCORM 1.2. That single license covers unlimited internal use across your organization. Path B, Team Plans, is the right fit if you do not have an LMS, or if you want my team to host the training for you with built-in progress tracking. Team Plans are sold in seat tiers (10, 15, 25, 50, and more) and live at myragolden.com/teampricing. If you are enrolling 11 to 15 people, the 15-seat tier is often the better deal. Both paths give your team the same training, the same Flight Simulator, the same Ask Myra access.
What if my team doesn’t have an LMS? Can we still enroll a group?
Yes, and this is a common case. The $3,997 license above is for organizations that already have their own LMS and can install the SCORM 1.2 package. If you do not have an LMS, or you want my team to host the training so your operators can log in and get started this week, the answer is Team Plans. We host it. We track progress. We send completion reports. Seat tiers start at 10 and scale through 15, 25, 50, and beyond. If you are enrolling 11 to 15 people, the 15-seat tier is usually the better deal because the 15-tier price is often the same as the 11-individual-seat math. The full pricing grid lives at myragolden.com/teampricing. No LMS required. No setup on your side. Your team can be in the training the same day you enroll.
Will this work for my team?
Yes. The system is not a script library. It is a conversation control structure. Experienced reps gain language for what they already do instinctively. Less-experienced reps gain a system they can lean on under pressure. Non-call-center teams (member services, client success, patient experience, account management) use it for the same emotional and policy-driven conversations call centers face.
Why pay when there is free content on YouTube and a subscription learning library?
Free or library content teaches concepts. The 3R Conversation Control System™ installs structure. The training is the framework. The Flight Simulator™ is the practice environment. Ask Myra™ is the always-on coach. The 30-Day Installation Plan™ is the reinforcement. The 9-Step Coaching Framework™ is the durability layer. None of those exist on the free channels or in a subscription library.
Is this live or pre-recorded?
Pre-recorded core training, on-demand, designed to install at the speed of your team’s schedule. The 3R Flight Simulator™ is a live, interactive AI coaching lab available to enrolled members — where your reps apply what they just learned against AI personas modeled on real customer archetypes. Ask Myra™ is 24/7.
Does it have to be completed in one sitting?
No. Modular by design.
How long does my team have to complete the training?
Enrollment is perpetual. Your license is forever.
Will SCORM work in our LMS?
SCORM 1.2 is built for this. We have not yet met an LMS that cannot host it.
What about new hires?
New hires take it as part of onboarding. The system installs at the same depth for someone who has been on the phones for ten years and someone who is two weeks in.
Do you have a Specifications Portfolio for HR and L&D?
Yes. Linked above and at every CTA.
The Decision in Front of You
You already know.
You already know what untrained, unstructured conversations cost you.
You already know your best reps are carrying weight no system has been built to share.
You already know AI has changed which calls reach your humans, and the calls that reach them now are the ones training never prepared anyone for.
You already know which kind of contact center you want to be running by the end of this year.
The 3R Conversation Control System™ is how you become it.
From $3,997. Perpetual license. Unlimited internal use. Let your team be in the training the same week your competitors are still in a meeting about it.
Don’t have an LMS?
Go to Team Pricing →