The Bulletin

A Rolls-Royce of BPO?

Last week Intelligent Sourcing held its dining club once again and this time the talk turned to why there isn't more than one level of BPO. Elsewhere Ventrica had a cash injection, Kofax formed an alliance and a great deal more happened. See you next week.

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A Rolls-Royce of BPO?

Last week Intelligent Sourcing held its dining club once again and this time the talk turned to why there isn't more than one level of BPO. Elsewhere Ventrica had a cash injection, Kofax formed an alliance and a great deal more happened. See you next week.

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Nearshoring: the answer to the conundrum?

Frustratingly the big news, about Teleperformance buying Intelenet, hit too late for our news service yesterday - check the site at midday for official statements. Also our dinner last night hosted by Teleperformance (coincidence!) will be covered next week. Meanwhile we look this week at customer experience, global services, robotics and a great deal else. See you in seven days.

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Should the public sector be sourcing from small business?

This week we look at the public sector and its relationship with small business, even as Mitie posts a profit note and suffers a share dip as a result. Contact centre markets continue to be lively and digital transformation is cropping up in more and more announcements. See you in seven days.

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Contact centres: where is voice going?

So what happens in the contact centre when they start putting Alexa-style technology in place? It's coming and we're predicting some major impacts on some major companies. Elsewhere we look at who's winning in contact centres, how Lithuania, Jamaica and others are doing in the market and some pretty major deals. See you next week.

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Jampro to launch business portal

This week the Jamaican Promotions Corporation (JAMPRO) advanced its plans to put a portal for business onto the Internet - expect to see this next year and to hear a lot more on commerce on this Caribbean island in the near future. Scotland has also been pretty active and of course the stories on artificial intelligence and robotics have been coming thick and fast. See you next week.

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Is IT outsourcing declining?

September already? Then it must be time for the new issue of Intelligent Sourcing to be hitting your doormat - the cover is below, if you're already a subscriber expect it next week and if you're not, click down below to sign up. In other news we have news on new deals and also new trade shows coming up. See you next week.

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Autumn Issue: The future of work

We've just put our latest issue to bed - so late next week or early next, hard copy subscribers will receive our report on the future of work. We look at the worker, there is an examination of how contracts will operate and a great deal more plus all our regulars (and look out for the digital edition, available now on the link above). Also this week we look at AI, governance and a new event.

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Call centres – time to boot out the robots?

Yep - another robot story, but this time someone's taking them out and replacing them with humans. As we finish the September edition of Intelligent Sourcing ready for distribution, is it time to finally admit that this might be the future? In other news Parseq has sold its call centre division and some pretty big deals have been signed. See you in seven days.

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African contact centres edge towards the cloud

This week we looked at the cloud and contact centres in Africa; a guest post urged companies to keep up or catch up with technology in the workplace and there were bouquets and brickbats as companies won awards or suffered hold-ups in their service. As we start to ease towards the end of August we also looked at some of the events coming up in September. See you next week.

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Conversational AI and the call centre

Conversation is going to make artificial intelligence massive in contact centres, we're told - or is it? We react to an article on the subject - also we have a look at ethics in the outsourcing arena. Plus a glance at countries selling themselves purely on cost bases - we're not fans, there's more to it. See you next week.

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Arvato heralds public sector

This week Arvato's regular look at the outsourcing sector sees the public sector doing well, and there's help available with bids too as another story says; BT has been opening up specific centres in India and the award season seems to be perpetually on us. See you next week.

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Improving customer experience

The next issue of Intelligent Sourcing will have a customer experience supplement for our digital readers, so we're pleased to set the tone by examining a Forbes article on the subject; also this week there has been further controversy over offshoring and the UK government has asked questions about outsourcing again. Meanwhile big deals continue to be done.

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Measuring your impact

This week we kick off with a new means of measuring the impact of impact sourcing; there's a new(ish) player in Denver and a government framework contract has been won. Importantly in the region, a Brazilian bank has established that it doesn't have to treat outsourced staff as if it were their direct employer. More next week as always.

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How much of your back office will you automate?

Back offices will be automated, we're told - increasingly so, and the only question is how much. In other news Teleperformance staff will be redeployed as the Sainsbury's contract reaches its natural end, we look towards Mexico and also to the Outsourcing Summit and Expo later this year and there's plenty more going on. See you next week.

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Guest post: nearshoring to Ireland

Nearshoring may be more appealing than offshoring, says a guest post this week focusing on Ireland, while Bulgaria and Jamaica push for market share in their territories. Meanwhile social criteria are becoming important in selecting an outsourcing partner, albeit the business side is still vital, and back in the real world a majority of organisations are struggling to keep up with technology. See you in a week.

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Rural Sri Lanka enters BPO fray

This week Sri Lanka had a major event about BPO in the region - like a lot of countries it sees itself as a leader. Meanwhile people are considering leaving tech laggards in the UK, a query over the British election and a contact centre proved to be much ado about nothing and a not-in-government party drew up plans for outsourcing. Oh, and our new issue is out and is all about blockchain. See you in a week.

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Summer Issue: Blockchain Special

Our new issue is out and it's all about blockchain - but outside the bitcoin bubble. We believe that if the technology is to reach its full potential it has to go beyond its current niche and a lot of our contributors are happy to offer examples of where it's doing so. Also this week we've been looking at different locations (not unusual for us) and offshoring, automation. See you in a week.

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Jamaica: impressive work in progress

Greetings from Jamaica! Intelligent Sourcing is on its travels one more so in a few weeks you can expect another of our country reports to be available from the website. We've heard from the Jamaican prime minister, we've looked into local and international BPO here and we're pretty impressed. More to follow - meanwhile on with the news.

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Norwegian security agency warns on outsourcing

As the Infosec show opened in the UK, the Norwegian authorities were urging caution on working with outsourcing partners. That didn't stop expansion in the sector internationally; Vietnam put its marker down as a location, BT extended its partnerships looking into the public sector and there were recruitment moves in Ireland. See you in seven days.

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Blockchain overhyped?

As we finish off the Intelligent Sourcing magazine report on Blockchain (which will be with readers in a couple of weeks) it's interesting to read something from someone thinking it's all a bit overhyped - we disagree but think it's in danger of getting stuck in a sort of Cryptocurrency ghetto. Elsewhere there's an outsourcing expo coming (the image on this bulletin is a random exhibition and not the Outsourcing Summit itself), Everest has issued a major report and at least someone had something to be happy about with the football. See you in seven days.

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Blockchain investment hits $1.3bn

This week we look forward to the next issue of Intelligent Sourcing, which we're just finishing off and which will have a focus on blockchain. We also consider customer experience, moves towards the Caribbean as a location and there have been some developments on AI. And a housekeeping notice: everyone who receives this bulletin should have received our notice on GDPR (another one) - essentially your data is safe, we know where it is and you can of course unsubscribe anytime. But we hope you won't!

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Guest post: Cloud flexibility seduces financial sector

This week we look at cloud in the financial sector, also queries on the health service, Lithuania wins a major contract and a great deal else. And to you it may be the middle of May but for us the June issue of Intelligent Sourcing is taking shape - expect a lot of insights on the impact of Blockchain on the sourcing industry. See you in a week!

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Bllockchain bureau begins

Our next issue will focus on blockchain so that's where we start this week's bulletin, with a new scheme aiming to recruit people with the right skills to serve that market. We also tour around AI, have a look at an event from our American partners the IAOP - oh, and if you're a shirt manufacturer complaining about outsourcing there's one thing you should never, ever do...

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New York, new research

Start spreading the news, we're leaving today...OK, that's not quite true, we're back, but Intelligent Sourcing spent a very pleasant few days in New York and facilitated a talk or two for Infosysl; we're grateful to our hosts and our guest speaker, Michel Janssen from Everest. Elsewhere AlldayPA is moving further into the contact centre market, there has been more adverse comment on robotics because of perceptions in the job market and yes, we've run two pieces on GDPR in case anyone still has work to do there - the deadline is frighteningly tight.

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Help your Organization to Comply with New EU General Data Protection Regulation (GDPR).

This week marks a month before GDPR takes hold - so we have a look at the practical steps to ensure your organization is compliant. Elsewhere NNIT is making deals in Denmark, Infosys has not only partnered with us for an evening of talks but also set up a new partnership and the Queen's Award went to an outsourcing company. This plus much more went onto our website this week - see you in seven days.

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Outsource 2 Jamaica Conference: Opportunities And Challenges For BPO In Jamaica

Our publisher has been in Jamaica and so has one of our correspondents - read more in our lead story (and guest post) this week. Also the House of Lords looked at AI and ethics, the Queen's Award went to an outsourcing company, there were acquisitions and a great deal else. See you in seven.

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Google and Ecole Polytechnique forge AI qualification

This week we've looked at AI qualifications under Google's auspices in France, we've also considered Bloomberg and the legal outsourcing market and we've also considered cloud and digital business. We'll be along with some more in seven days - meanwhile don't forget our daily news feed on the website at www.intelligentsourcing.net

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Why cloud may not be the only solution for your business

This week we've looked at cloud and the options, our issue is out and focusing on CSR, we're annoying everyone except Manchester United fans by mentioning the team and there's a story about Donald Trump plus another about unicorns. It's been one of those weeks - see you in seven days.

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There’s no business like source business

Thanks goodness for new issues - otherwise this Bulletin would be somewhat depleted by the Easter holiday (and yes, that's why you're getting it on Thursday this week). Extracts from the new issue include articles by our friends at the IAOP and pieces on CSR. We also look into the Philippines and there's this ongoing row about British passports. See you next week - and have a good Bank Holiday weekend.

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There’s no business like source business

Thanks goodness for new issues - otherwise this Bulletin would be somewhat depleted by the Easter holiday (and yes, that's why you're getting it on Thursday this week). Extracts from the new issue include articles by our friends at the IAOP and pieces on CSR. We also look into the Philippines and there's this ongoing row about British passports. See you next week - and have a good Bank Holiday weekend.

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Spring 2018 issue out now

It's spring and our new issue is out to digital subscribers, the paper version will be with you during next week. A focus on Corporate social responsibility and an increased roster of regular contributors should make this the best one yet. Elsewhere we follow up on Jamaica, we look at offshoring, cloud usage and a great deal else.

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Philippines IT/BPO sector wants to retain benefits

Rights are under threat - or so a union in Manila sees it, and we report on its progress as it seeks to defend jobs in the BPO sector. Meanwhile there are moves to restrict Australian public sector outsourcing, we have a guest post on customer experience and the British are muscling in as a destination. Back in 7 days...

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CSR: a good thing?

We're heading towards our next issue, which will be out in a couple of weeks, and it's looking like a good one. The theme is corporate social responsibility but there's a lot more that's new for our first edition in 2018. Elsewhere there's an opinion piece on outsourcing, big deals for HCL and others and yet more on Carillion.

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Accelerating Growth … For Some: The Global Services Outlook for 2018-19

This week we consider growth in the market, which has led us in part to focus on major deals. Cognizant is powering softwae robots, PowerObjects is moving further into the housing market and CGI has a major deal with TalkTalk. Meanwhile the contact centre arena looks as lively as ever. Back at the ranch we're working on the next issue of Intelligent Sourcing, which should be on your desks two to three weeks from now - expect new columnists and a focus on CSR. For daily news watch the website and we'll round up again with this bulletin in a week's time.

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Private sector outsourcing increases

This week we have a look at private sector outsourcing which appears to be on the up - as do the risks associated with artificial intelligence. We also highlight some articles on trends elsewhere, plus some big deals and stories on corporate social responsibility. More on that in the next issue. Meanwhile, see you here in seven days.

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Is the outsourcing sector going down?

Has the fuss over Carillion and a few other profit warning/performance issues set the whole outsourcing industry on a downward trend? We think this might actually be a necessity - click the headline to see our reasoning. Elsewhere we have more territories looking to become default locations of choice, controversies about chatbots and a great deal else. Oh, and we've sorted out the technical glitch that had prevented this bulletin going out regularly as per usual. Normal service will now be resumed and we will send a missive every Friday at 9.00am.

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IT leaders: you need to be transparent over cost

This week cost pressures are on and meanwhile new deals are being signed, new territories are staking their claims and the Carillion fallout rumbled on. Our next update will be on Friday when we'll catch up on our latest dining club event, which focused on right-shoring.

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IMImobile scores KCOM deal

There have been some big deals announced over the last few days. Also BPO is gaining ground as a career choice and the IT community needs to get more businesslike. Meanwhile there are new deals, more fallout from Carillion and we'd like to remind you again about our supplement on Johor, Malaysia, which is available now.

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Jamaicans seeing BPO as first choice

BPO is gaining ground as a career choice and the IT community needs to get more businesslike. Meanwhile there are new deals, more fallout from Carillion and we'd like to remind you again about our supplement on Johor, Malaysia, which is available now. Come to the site at midday for some notes on our dinner event last night with Ember and Sitel!

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Outsourcing is driving growth in financial services

This week was torrid for the outsourcing sector, with Capita posting a warning and adding to controversy over the entire market, although we'd query the direct links being made by some of the papers. Elsewhere reporting suggested outsourcing was going to eradicate jobs in one instance when actually it was going to make a net gain. We can only hope for fairer coverage during the rest of 2018.

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UK to join Davos AI board

2018 is settling in and we have the UK prime minister talking about AI while the security of chatbots is queried; this is tricky when customer experience is going digital. Outsourcing, whatever the papers say, is still increasing and it looks as though the US president is considering the status of H-1B visas carefully. Stay tuned, more over the next week...

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Johor, Malaysia-The emerging hub

Once again this week we'd like to highlight our new report, available here in digital form, on Johor, South Malaysia. If you have any interest in outsourcing to that part of the world it's worth reading. The week has been dominated in the UK by the collapse of Carrilion, but there has been more - we have reports on customer management, Indian IT and of course the small matter of Jamaican outsourcing, which is becoming important. See you in seven days.

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Johor, Malaysia

This week our special report on Johor, South Malaysia, is out and worth a read if you're considering that part of the world as a location. Meanwhile Tata scored a big retail deal, Arvato went further into the public sector's infrastructure and there were possible concerns over the private sector in British healthcare.

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Watch your quality controls

A rogue contact centre employee making threats, a query over the efficacy of RPA - 2018 got off to an odd start in news terms. Most importantly for Intelligent Sourcing, we start the year without our co-founder Nigel Winter, who sadly passed away just before Christmas. A full tribute will appear in the next issue of the magazine.

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Home working schemes for women in India?

As 2017 draws to a close we look at home working in India, growth from Sitel., kitemarks from Microsoft and a good deal else. In the office we also look at packing up until the New Year, spending time with family and friends and taking a break from the world of business until 3 January, when the daily news will be back on the website. This email bulletin won't appear next week but will be in your inbox again for the 5th; in the meantime we hope all our readers, whatever their location and beliefs, will have a decent break over our festive season and we wish you the best 2018 you've ever had.

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Google opens AI centre in China

The year is coming to an end but the industry isn't slowing down - yet. Google is opening a centre in China where it's banned; a more likely alliance is the one mooted between Poland and Ukraine, and forthcoming events include one on customer contacts. Oh, and we've joined the bandwagon and put out our predictions for 2018 - we'd welcome disagreements and brickbats as well as thoughtful looks! The Bulletin will be back for one week before the Christmas break.

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Could you pay a GDPR fine if you had to?

It's almost 2018 and GDPR will be law in May - but what will the implications be? We looked at the issue this week, and we also considered new locations for BPO, awards and of course that nice Mr. Trump popped up again.

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Are Alexa apps the way forward?

This week Intelligent Sourcing has been looking magazine has been looking into whether the screen is strictly necessary in the contact centre (now: yes, later: maybe there will be alternatives). We've had a think about Bulgaria and South Africa. We've been working on the issue - there's been plenty more. See you next week.

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Uni excludes outsourced workers from negotiations

A conundrum this week - if the law says an outsourced workforce is de facto your own workforce, so you have to negotiate directly with them, is there any point in outsourcing? This is something facing London University as we type this update. Also we have an opinion on ROI, another on outsourcing partners and some of the latest news highlights.

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UK public sector outsourcing peaks

Outsourcing in the UK public sector has reached a peak. Elsewhere in the world there are questions over whether president Trump's tax plan will increase offshoring, which he seems to dislike so much, and of course outsourcing contracts are being signed regardless.

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Manila wobble continues?

Yet more comment emerges on the move towards automation as distinct from traditional outsourcing - but is any more really happening than 'reporter notices trend'? Meanwhile there is research happening in robotics, a guest columnist spots an opportunity for home workers and HCL is scoring alliances.

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Robotics isn’t an article of faith

In the latest issue of Intelligent Sourcing we look at the issue of digital-washing - but one of our interviewees for next time around has queried whether it matters all that much. This week we also consider the gig economy and our next issue's theme has set us considering social media.

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America – the outsourcing destination

Outsourcing destinations continue to be in the news with domestic shoring in the US becoming appealing as the impetus to go elsewhere fades - ironically as outsourcing starts to impact economies positively. Also this week we look at the gig economy, robots (of course) and have you seen how much you can earn as an AI expert..?

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Robots can help shared services deliver what the business wants… and it’s not just cost reduction!

The role of robotics continues to come under scrutiny this week as PA Consulting offers us its thoughts. Elsewhere we've checked into the changing status of various territories as outsourcing partner locations - and even wondered whether it matters who's first or second.

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Robotics: an alternative view

This week we looked again at whether jobs really would be threatened by robotics in the BPO arena and found the question more complex than the extreme debaters would have you believe. Also contracts were won, international expansions and growth continued and consumers continued to enjoy being online.

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Going all the way – Beginning, Developing and concluding careers.

The Autumn issue of Intelligent Sourcing is out, and we think it's a good one. We look at sourcing in the context of managing careers, we consider the new trend towards bot-shoring, there are fresh angles on RPA and we consider different angles on using the cloud. Plus our regulars on Brexit, legal column and our

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Dear Jeremy, a robot tax isn’t going to work and here’s why

This week Jeremy Corbyn has provisionally announced a robotics tax, Infosys has moved further into the cloud and Everest has been reminiscing about its predictions a decade ago. All this plus more in our weekly round-up - click through any of these stories.

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Where to store your BOT and other challenges with automation and AI.

William Carson of Teleperformance considers the storage implications and other practicalities around RPA and AI. This week we've also been considering home working and once again we've looked at the successful regions and where they are for outsourcing.

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Hurricane Irma brings out the best

This was the week of Hurricane Irma, which brought out the best in the contact centre industry as people manned phones and computers to help, without any thought of payment or recognition. We're pleased to recognise the efforts of the sourcing industries alongside those of everyone else who helped, and wish all of our readers in Florida who have been affected every success in getting their lives back on track.

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Malaysia: the offer

Intelligent Sourcing's editor has spent most of the week in Malaysia, specifically in Johor, a location in the south close to Singapore which offers a great opportunity for investors and partners. There will be more on this anon - and also this week we look at various news bits and one of our academic contacts has been looking into China.

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Blockchain offers logistics solution

September at last, and the news is about to get chunkier (see the Intelligent Sourcing website at midday for something on Indian GDP figures) - but overall the end of August offered a mixed bag of news. We looked at Blockchain, Webhelp won an award or four and we took a look around what the VC-suite actually prioritises. In this bulletin we also repeat a couple of older stories, one on the status of Symphony Ventures which had a fillip last month and the other a preview of our interview with SSCL, which will be published in our issue due out later this month.

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US outsourcing moves to Midwest

Thought outsourcing was something that took jobs away from the USA? Think again as we examine how the Midwest is becoming a sourcing territory in its own right. This week we also look at the Philippines

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Nordic Shared Services Landscape 2017 Report

Intelligent Sourcing is always interested in how different regions are faring in (for example) shared services - here is a report we've highlighted on the Nordics. Elsewhere the US and Canada are seeing increases and both Australia and Sweden are tightening their rules.

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Aegis Expands Presence in Malaysia

This week Aegis has expanded in Malaysia, Hexaware has done well in a report from Whitelane and a number of other companies have done well from acquisitions and investments. See you in a week!

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Offshoring tax: the Democrats weigh in

This week the tide started to turn in American politics as the Democrats weighed in on offshoring as well as the president. Today\\\'s news about the grand jury may be bad news for Trump but if the Dems are starting to follow his agenda you could argue that whatever happens now, he\\\'s made a difference.

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Trump called on to allow more, not less H-1B

It\\\'s only the week after president Trump\\\'s concerted promotion to buy American and already the pressure is on for him to allow more, not fewer, people into the country on H-1B. Elsewhere this week it\\\'s a good time for Scottish contact centres but not so great if you\\\'re outsourcing airline work in America.

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Global data analytics outsourcing market to grow dramatically

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“Sitel: enhance your people”

Watch this video as our editor interviews Sitel about the people side of an evolving contact centre industry. How do we make the most of a company\\\'s greatest asset, its personnel, when the move appears to be to robotics?

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Who is the chair of IAOP’s European Outsourcing Council?

The International Association of Outsourcing Professionals has a new European Outsourcing Council. Intelligent Sourcing magazine is represented on it but never mind us - in this interview we find out a bit about the chair, Marko Kovacevic, and his company Trizma.

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Questions to the South African DTI

This week Intelligent Sourcing has been to South Africa. We headed to the parliament building (pictured) and found out about investment opportunities from the DTI.

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Jamaica gains raft of BPO jobs

The BPO market continues to expand regardless of automation. The Jamaican government is preparing for an influx of jobs as a result, but how realistic is this aim?

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COCCO launches first event and it was a corker

The initial Conference for Outsourcing Contact Centre Operations (COCCO, hosted by Intelligent Sourcing and the UK Contact Centre Association and held at Verizon\\\'s premises in Reading) has taken place and if we say so ourselves it went pretty well. Read our initial report here.

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