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Not a lot to this article, but a few notes worth reading toward the end, such as:

"There are truly some areas where complexities'' make sending work offshore difficult, Mr. Vashistha said. He recounted the experience of one client, a skateboard manufacturer with almost all its customers teenage boys, that found sending its support services overseas disastrous. The cultural nuances, and the constantly changing jargon of skateboarding, made it necessary for support calls to be handled by like-minded young American men. The company, which Mr. Vashistha declined to name, moved its support operations back to the United States last year.