Broadband Cable Association of Pennsylvania

While the technology and competitive forces offer ongoing changes and challenges to Pennsylvania’s broadband cable industry, one constant remains. In the state where it all began, our loyal customers are broadband cable’s most valuable resource. They’ve provided our industry with an enviable market share that has allowed us to flourish in exceedingly competitive times. How do we keep it?

BCAP’s spring gathering of industry representatives will tackle customer care and retention from a different perspective in 2008, as the 20th Annual Cable Academy convenes May 6 - 7 at the Sheraton Harrisburg-Hershey.

What went right...and wrong with a customer service program? What was kept? What was tweaked? What specifically resulted from customer feedback...and how?

This year’s event promises to be the premiere industry gathering in Pennsylvania that discusses these questions, and dissects customer service strategies and outcomes. Rather than focusing on the “nuts and bolts” of standard customer care practices, we’re offering a program of timely presentations by presenters in and outside the industry committed to “digging deeper” on what methodology works, doesn’t work, and why. Industry representatives from every level will be on hand to learn and share new ideas, giving Cable Academy attendees an outstanding opportunity to hear best practices and relay their successes as well.

Cable Academy ‘08 will target the research and design of a successful customer satisfaction program...from set-up and development to being molded into the employee culture. Join in presentations from several of our industry’s top departmental leaders, including Atlantic Broadband, A&E Networks and Comcast...along with some of the nation’s most examples of thriving and innovative customer service programs, such as Highmark Blue Shield and GE Capital Solutions.

The workplace is rapidly changing. Business strategies, technologies and processes of the cable industry all look radically different than barely ten years ago. Add to that an empowered customer base becoming more tech-savvy every day... and you have our most challenging and competitive environment in memory. Pleasing the “hard-to-please” customers is a necessity in today’s telecommunications environment, and Cable Academy ’08 will provide the tools, techniques, and methods necessary for CSRs, supervisors, managers, and anyone interacting with consumers purchasing your products and services.