This is a private installation.
A 20-page Discovery Questionnaire. Sample-call review. A 2.5–3 hour live virtual session, broadcast-quality, tailored to your team's recordings, your scripts, your hardest customers. Your team doesn't leave with a slide deck. They leave with the structure to control any call — and the moves to back any angry customer down.
Installation
Your Hardest Customers
20% off the second
Breakouts handle scale
Discovery calls run 30 minutes · No pitch, no obligation · Myra's calendar fills 4–8 weeks out. Plan ahead.
And Fortune 500 contact centers across healthcare, financial services, insurance, retail, and utilities.
Two things happen on Zoom. Only one of them changes Monday.
A webinar is a transmission. An installation is an outcome. Procurement signs off on the second one.
A trainer talks. Your team watches.
- Generic deck. Generic examples.
- "Tips" your team forgets by Wednesday.
- No discovery. No customization. No pre-work.
- Engagement that ends when the Zoom ends.
- A recording no one re-watches.
A system is installed into your team.
- Designed for 3 weeks around your escalations.
- The 3R structure your team uses on every hard call.
- Discovery Questionnaire + sample-call review before Day One.
- 4–5 live breakout role-plays inside Zoom.
- A calibrated Playbook your team owns, plus the recording.
Your team is not "attending another training." They are commissioning a custom installation — built around how their hardest calls actually sound.
Eight things your team will do that they didn’t do Monday morning.
These aren’t learning objectives. These are behaviors your supervisors will see on the very next shift.
Eight behaviors. One live virtual installation. Reinforced forever by the toolkit Myra sends after.
Yours is a broadcast.
Live from Myra’s professional broadcast studio in Tulsa. Full-screen video. Cinema-grade lighting. Studio-grade audio. Lower-third graphics and overlays the way live television uses them. Driven by a production deck like a real broadcast. Your team isn’t attending a meeting — they’re watching a network-quality broadcast that just happens to be calling on them by name.
Full-screen Myra.
Not a postage-stamp face floating in the corner of a Zoom grid. Your team gets a full-screen presence — in their bodies, in the room, in the work.
Studio lighting + audio.
Cinema-grade key, fill, and rim lighting. Broadcast-grade microphone. The same production standards your favorite TV personality is using when they show up on a screen.
Lower-thirds + overlays.
Live graphics overlaid the way live television uses them. Names, key phrases, the 3R framework moves. Your team isn’t hunting for the slide — the slide is on the broadcast.
Driven by a production deck.
Cut between camera angles, cue overlays, run polls, drop the AI Live Lab prompt — live, smooth, no awkward screen-share fumbling. The same way a broadcast control room runs a network show.
Your team has been on a thousand Zoom calls. This isn’t one of them.
Three phases. One outcome.
An installation is not a delivery date. It is a deep intake, a tailored build, and a live broadcast — calibrated to your team's actual calls, your industry, your brand voice.
The Discovery.
A 30-minute Discovery Call with Myra. A 20-page Discovery Questionnaire with 21+ open-ended questions your leadership team and frontline supervisors complete in detail. Sample call recordings reviewed line by line. Your scripts, escalation patterns, policy traps, hardest customer types, brand voice, and frontline anxieties — all mapped before a single slide is built. No two installations begin from the same place.
Pre-Work30-min call · 20-pg questionnaire · sample-call review
The Build.
Myra's frameworks are rooted in psychology and 25 years of research — the structure doesn't change. What gets tailored is everything that touches your team: AI customer characters named and scripted for your industry, scenarios pulled from your real call recordings, breakout exercises calibrated to your escalation patterns, a workbook designed in your industry's language, slide decks built around your brand voice. The frameworks stay solid. The application is built for you.
BuildTailored from scratch · in your industry's language
The Live Installation.
2.5 to 3 hours, live on Zoom. Myra in the room with your team. Instruct, Involve, Implement. Four to five Live Lab breakouts where your team practices against the AI characters Myra built for them. The system gets installed in real time — not assigned as homework.
ExecutionZoom · Live Lab breakouts · recording delivered after
The 3R Conversation Control Method™.
The same architecture that has been installed inside Fortune 500 contact centers for 25 years — calibrated to your team in three weeks of design.
Regulate
Your rep stays calm under pressure — not because they are naturally calm, but because the structure tells them where to land their voice. Customers walk in at a 5. Your reps bring them down to a 1.
Redirect
The conversation moves toward resolution instead of in circles. Empathy without losing control of where the call is going. The customer does not notice the redirect happening. The conversation simply starts moving forward.
Resolve
The call ends with the customer settled, the rep intact, and the dashboard moving in the right direction. Especially when the answer is no. Especially when the policy says no. Without over-explaining. With confidence the customer can feel.
Instruct. Involve. Implement.
Most virtual training is one of those three. Yours is all three — in 2.5–3 hours, with Myra in the room calibrating in real time.
Instruct.
Myra teaches the 3R framework against your team's actual escalations — not stock examples. Your scripts on the screen, your hardest customer types in the scenarios, your industry's policy language in the workbook. Built in three weeks of design before installation day.
Involve.
Polls. Live chat prompts. Annotated whiteboards. PDF fillable workbooks your team writes in alongside the session. Engagement is engineered, not hoped for — the same way the 3R System itself is engineered.
Implement.
Inside The 3R Live Lab™, your team practices against AI customer characters Myra builds for your industry — named, scripted, calibrated to your hardest calls. The system stops being a slide and becomes a behavior before the Zoom ends.
Yours runs in a simulator.
Your team's Zoom breakouts come pre-cast with AI customer characters Myra builds for your industry. Named. Scripted. Calibrated to the calls your reps actually take. Your team's job: bring them down from a 5 to a 1.
The Claim
No other live virtual training has this. Most trainers run breakouts as role-play between teammates. The 3R Live Lab™ runs them against AI customer characters — with names, fires, scenarios, and a 5→1 intensity score that drops in real time as your team applies the system.
One device. One screen-sharer.
Each breakout opens AI on one device — ChatGPT, Claude, or Gemini. One person shares their screen and leads. Myra drops the prompt for the day's character into Zoom chat. Your team pastes it. The character is alive.
Talk to the customer like they're on the phone.
Your team takes turns. One Acknowledge. One Lower. One Anchor. They stay in character. The AI customer pushes back, loops, escalates, refuses — exactly like a real call.
Five down to one. In five turns.
The AI scores every move. Your team's job: bring the customer's intensity from a 5 down to a 1 in five turns or fewer. Then the group brings one win moment back to the main room.
Meet The Cast
Your team meets named characters.
Real personas. Industry-calibrated. Below is a sample cast from a recent J.M. Smucker installation.
Step 01 · Regulate
Jamile
"The Hostess Chemical Accusation"
Dominant Triggers
Policy Trap · Dignity Slipping
Says a product tasted like chemicals. Talking points haven’t worked. Now accusing the team of lying. Your team’s job: bring her from a 5 to a 1 using Acknowledge, Lower, Anchor.
Step 02 · Redirect
Renee
"The Folgers Repeat Caller"
Dominant Fire
Frustration · Inconvenience
Nine minutes in, looping about packaging, her grocery store of thirty years, her granddaughter, her late husband. Your team’s job: name the fire and move the bed in four turns or fewer.
Step 03 · Resolve
Walter
"The Year-of-Coupons Demand"
Dominant Triggers
Compensation Refusal · Escalation Refusal
Long-time customer. Done the math. Wants a year of coupons and the VP’s contact. Policy can’t deliver either. Your team’s job: close Door 1 cleanly, open Door 2 obviously, land acceptance in four turns.
YOUR CAST WILL LOOK DIFFERENT. Every character is built from your team’s Discovery Questionnaire and your sample call recordings. The names change. The scenarios change. The fires and triggers change. The mechanic stays.
The Backup Plan
If your IT environment can’t host AI, the Lab still runs.
Locked-down BYOD policies. Restricted AI access. Air-gapped contact centers. Every Live Lab scenario has a traditional-breakout fallback — same characters, same scoring, same 5→1 mechanic, run by Myra in real time. The Lab works whether or not your team has AI access on installation day. Built that way on purpose.
A calibrated 3R Playbook they will use Monday.
Webinars send a recording. Installations send a playbook. Yours is built around your team, your scripts, your hardest customers — theirs to keep, theirs to coach off, theirs forever.
The Centerpiece
Your team's Calibrated 3R Playbook.
A reference card built around your scripts and your industry's language. The 3R structure on one side, your team's most common escalation moves on the other. Procurement-grade. Print, share, coach off it.
The Pre-Work
Discovery Questionnaire + sample-call review.
Before installation day, your team is interviewed and your hardest calls are studied. Nothing about the session is generic when day one arrives.
The Tailored Build
Three weeks of scenario design.
Every breakout exercise, every example, every policy phrase — rebuilt for your team during the design window. No off-the-shelf decks. Ever.
The Live Session
2.5–3 hours on Zoom with Myra.
Live instruction, live breakouts, live Q&A. The architect of the method in the room with your team, calibrating language in real time. Not an avatar. Not a recording.
The Workbook
PDF fillable workbooks for every attendee.
Built around your industry's escalations. Your team writes in them during the session, then keeps them as a study guide and a coaching reference afterward.
The Breakouts
4–5 live virtual role-plays.
Your reps practice your actual escalations against each other inside Zoom breakouts. The system gets installed in real time — not assigned as homework.
The Recording
A complimentary recording of installation day.
For new hires. For absent team members. For onboarding. Yours to re-watch internally as long as you employ the team that was in the room.
The Architect
Live access to Myra herself.
The team is not just trained on the method. They meet the architect of the method — the same person whose work appears inside Walmart, Lincoln Financial, Pure Insurance, the Jacksonville Jaguars, and the CDC.
A webinar gets watched. An installation gets used.
Ready to scope the installation for your team? Start with a 30-minute discovery call.
Book a Discovery CallNo pitch. No slide deck. Myra reviews your situation and tells you whether an installation is the right fit. It is sometimes not.
The Featured Proof
Her Zoom presentation was the most dynamic and engaging virtual training I’ve ever experienced.
“Myra’s training was absolutely perfect for our organization. She met with us in advance and then crafted the session directly to the needs of our participants. The training provided tangible strategies and real-world scenarios to apply them to our work — a perfect combination of information, storytelling, and interactivity.”
The voices from inside the rooms.
From the directors, training leaders, and customer experience executives who installed the system in their teams — live, on Zoom.
L&D Proof
When I needed soft skills and call control eLearning for [Walmart.com](http://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
Operations Proof
The team is just raving about your session, and they can’t wait to take it back to their team.
Sierra Abraham
Manager, Employee Services
Lands’ End
Healthcare / Cross-Industry
This was by far the best training experience I have ever had. Myra approaches training differently, and it was the best experience and enjoyable at the same time. I am looking forward to Medline bringing her back for more training.
A senior leader
Healthcare Customer Experience
Medline
Member Experience Proof
Myra’s energy was amazing and contagious! Such a pleasure to have her come in and share with us. The folks I’ve heard from on the team really enjoyed the workshop.
Meg Christman
Vice President of Member Experience
Wild Alaskan Company
I have already received numerous emails from the audience about how much they learned and how they have already implemented some of the tools and techniques into their daily work.
The same architect whose work is inside the brands above.
Myra Golden is the founder of Conversation Engineering and the architect of the 3R Conversation Control Method™. She has spent twenty-five years installing the structure behind the conversations AI cannot handle — inside Fortune 500 contact centers, three NFL franchises, the CDC, and more than two million frontline professionals.
When you book a Live Virtual Installation, the person on Zoom with your team is the architect of the method itself. Not a faceless trainer. Not a licensed reseller. Myra.
She does not have off-the-shelf content. You will build your installation together.
Method
Learners
Customer Service Instructor
Bring her into your team's screens.
If you took one of Myra's LinkedIn Learning courses and thought, "I wish my whole team could see her live" — you're not the first. Myra is one of LinkedIn Learning's top-watched instructors on customer service, with more than 3 million learners across her catalog of 47 courses, translated into 11 languages.
Here's the move most LinkedIn Learning fans don't know about: Myra's Live Virtual Installation is built for the teams that can't have her in the building — remote agents spread across the country, contact centers in multiple time zones, international teams where bringing her in person isn't financially viable. Same Myra. Same frameworks. Same broadcast-quality production. Live, in your team's screens, in their time zone.
Learners
reviews
method live + on screen
A note from Myra.
Twenty-five years ago I asked one question: are great conversations instinct, or structure? I have spent the years since answering it — in contact centers, hospitals, claims rooms, retail floors, and every kind of room where a hard customer meets a tired team.
What I keep coming back to is this. The frontline rep on shift number 2,000 isn't burned out because the customer was angry. They're burned out because nobody handed them a structure that holds when the customer gets angry. That isn't a confidence problem. It's a design problem.
I do this work for the rep who finishes a call and sits in their car for ten minutes before driving home. The supervisor who took the screaming so their team didn't have to. The leader who knows their people deserve more than another empathy training. Your team deserves the structure. I'll bring it — live, on their screens, with the production quality the work deserves.
— Myra
You’re not hiring a trainer. You’re commissioning a Conversation Engineer, and the studio that ships every installation around her.
Most companies hire a customer service trainer. You’re doing something different. Myra Golden is a Conversation Engineer. She designs the language, the structure, and the emotional architecture that lets your frontline take control of any difficult call without losing the customer. Engineering work doesn’t ship from one person with a slide deck. Behind every installation sits the studio: nineteen specialists across five departments, calibrated for one outcome, your team walking off the line calmer, sharper, and harder to rattle.
+ in development this quarter
Started with one FAQ page in 2001. Today: 19 specialists · 5 departments · growing every month.
Every engagement plugs into the full force of this workforce.
“She didn’t know what to say when the customer wouldn’t accept her word.”
Your Training Is Built From Your Calls.
It started in my studio. Headphones on. Same call, twice. The agent had handled the bad news cleanly. That wasn’t the problem. The problem hit me on the second listen.
That moment became Psychological Priming, the framework I now teach in every workshop. The utility company that gave me that call?
Every private client gets that same level of design before I write the first slide.
We start with KFD. What you want your team to know, feel, and do during our session. You send me your hardest scenarios. If you run a contact center, you send me real calls. When we meet on Zoom, I’m not taking notes. I want to be eye to eye with you on camera, not half there inside a Google Doc. A member of my team captures the conversation so I can give you my full attention.
Then I sit with all of it and design your virtual workshop around what I actually heard.
You see the outline first. It stays a living document until you green-light it.
There are no surprises on the day. You designed it with me.
And when we close the Zoom, you don’t leave alone. Your team walks away with a private toolkit I call You Don’t Leave Here Alone. Five resources. A working library, not a souvenir.
- 57 Phrases. A script library for every call that escalates.
- Ask Myra™. An AI coach trained in my voice, for the moments your team gets stuck.
- The 30-Day 3R Challenge. A calendar that turns the method into a daily habit.
- The CX Leader’s AI Coaching Pack. Seven prompts built for the people running the floor.
- The Priming Architect™. The AI that writes responses for the hard no.
Not on the public site. Not for sale. Only for the teams I train.
Ready to design your team’s virtual workshop?
— The Investment —
Companies pay $12,000+ for one day of in-person 3R installation.
A Live Virtual Installation delivers the same system, with the same architect, in 2.5–3 hours — for a fraction of the cost.
What is Built Into Every Live Virtual Installation
Your Investment
$5,000
Per installation. Flat fee. No per-seat charges. No headcount caps.
20% off the second installation when you book two or more in the same engagement.
Book a Discovery CallMulti-Booking Discount
Two installations. One calibrated team.
Most teams need more than one Live Virtual Installation — one for the frontline, one for supervisors, one per region, one per language. Book two or more in the same engagement and the second (and every additional) program comes at 20% off. Calibrated. Custom. Same architect. Lower marginal cost.
off the second and every additional installation
Booked in the same engagement
Built for the leaders carrying the weight.
If your team handles emotional, complex, or high-stakes conversations — on phone or in chat — this is the structure they have been missing.
You’ve got questions. We have answers.
No fluff. No legalese.
How long is a Live Virtual Installation?
Typical installations run 2.5 to 3 hours on Zoom. We work with you to find the best block for your team’s schedule. Myra has also delivered shorter formats — 60 and 90-minute sessions — when there is a hard time constraint, though the deeper installation lives in the full 3-hour window.
Is there a limit to how many people can attend?
No headcount cap. In Live Virtual Installations, Myra expertly uses Zoom breakout rooms for discussions and scenario practice. The small-group work makes audiences of all sizes feel intimate — whether you have 8 people or 80.
What platform do you use?
We use Zoom exclusively for Live Virtual Installations. The breakout-room feature is engineered into the format — the role-play and coaching cycles depend on it.
How is the installation actually customized to our team?
Three layers. Layer one: the Discovery Call with you. Layer two: the Discovery Questionnaire your team fills out before design starts — their answers shape the scenarios. Layer three: sample call recordings, when applicable. For contact center clients, Myra likes to review a sample of phone calls so the language inside the installation matches the language inside your queue. Nothing is reused. Nothing is generic.
Can we record the installation?
Yes. Just ask us to record your virtual workshop, and we’ll send you the complimentary file after the event. Use it for new hires, for absent team members, for onboarding — yours forever.
How long does it take to tailor the training?
A minimum of three weeks of tailoring time, beginning after contracting and invoicing. That window is when your Discovery Questionnaire is reviewed, your sample calls are studied, and every breakout, scenario, and example is built around your team. Because Myra’s calendar fills quickly, your actual installation date is typically four to eight weeks out from contracting. Start with the Discovery Call so we can scope the timeline together.
Do you offer discounts when we book more than one installation?
Yes — 20% off the second and any additional programs when booking two or more events in the same engagement. Most teams who calibrate the system across frontline, supervisors, and managers use this. Discuss it on the Discovery Call.
What does the investment include?
$5,000 per installation. Flat fee. Includes the Discovery Call, the Discovery Questionnaire, the sample-call review, three weeks of custom design, the 2.5–3 hour Live Installation with Myra, all virtual breakouts, fillable workbooks for every attendee, the Calibrated 3R Playbook, the complimentary recording, and live Q&A. No per-seat charges. No headcount caps.
Will this work for a non-call-center team?
Yes. The 3R Conversation Control Method™ is built for any team handling emotional, complex, or high-stakes conversations — member services, client success, patient experience, account management, claims, frontline retail. The structure is the same. The customization is what makes the language fit.
What is a Live Virtual Installation, and how is it different from a workshop or webinar?
A workshop teaches. A webinar talks. An installation installs. Three weeks of design before the session. A live, interactive Zoom room with breakouts and role-play. A Calibrated 3R Playbook your team owns afterward. The difference is what your team is still using on Friday afternoon — and three months from now.
Or you can install the system.
You already know what unstructured conversations cost your team.
You already know your best reps are carrying weight no system has been built to share.
You already know "another empathy training" will not change Monday morning.
A Custom 3R Installation will.
$5,000 per installation · 20% off the second · 3 weeks of design · Myra in the room with your team.
