Normativa do TCU deve direcionar a fiscalização de transferências especiais do orçamento a estados e municípios
Por Lívia Braz/ Agência Brasil 61
As emendas parlamentares individuais, do tipo “transferências especiais”, criadas pela Emenda Constitucional n.º 105 de 2019, que são destinadas a estados e municípios, vão passar a ser fiscalizadas com base em uma instrução normativa que está sendo elaborada pelo Tribunal de Contas da União. Assim que for publicada, a normativa vai permitir ao TCU que fiscalize os repasses, que passaram de R$ 600 milhões em 2020 para cerca de R$ 7 bilhões neste ano.
O assessor de orçamentos César Lima explica que desde que foi implementada, em 2020, as transferências especiais já tinham previsão de serem fiscalizadas pelos tribunais de contas, tanto TCU, quanto Tribunais de Contas estaduais e municipais.
“Se até agora não foi fiscalizada, é uma falha nas instituições de controle, mas elas já deveriam, desde o primeiro ano de sua implementação, estar verificando as condicionantes. Essa normativa que estão pensando agora em baixar deve ir nesse sentido, do TCU acompanhar essas determinantes que já estão na Constituição. Eles vão ter que conversar com TCEs e TCMs para trocar informações sobre a boa aplicação desses recursos. No caso, os municípios que são a grande maioria dos entes que recebem essas transferências especiais, devem contas aos seus TCEs e TCMs.”
As transferências especiais foram criadas a partir de uma frustração com a demora na liberação das transferências com finalidade específica, por meio de convênios. Essas transferências especiais permitiram um repasse mais rápido, sem a necessidade de convênios ou projetos específicos. Mas ainda falta fiscalização com relação ao destino final desses recursos, o que é criticado pela deputada Adriana Ventura (Novo-SP).
“Essa norma precisa sair, já deveria estar sendo feita, mas é bom que isso seja feito, inclusive, retroativamente. Porque é um dinheiro que está sem dono, que está sem saber como foi aplicado, ficou ali no vácuo sem saber se está sendo bem gasto. Então, precisa ser feita fiscalização — já deveria estar sendo feita —, mas não foi feita nos últimos anos.”
Fiscalização dividida
Com a publicação da normativa, o TCU deverá ser responsável pela fiscalização das condicionantes legais para a liberação das emendas, que são:
a proibição para pagamento de pessoal ou dívida a aplicação de 70% em investimentos
Já os tribunais de contas estaduais e municipais deverão ser os responsáveis por fiscalizar a execução dos recursos, porque, com a transferência sem contrapartidas, o dinheiro passa a ser dos entes federados.
A instrução normativa que vai regular a decisão do TCU deve constar ainda que os dados terão que ser colocados no sistema TransfereGov. Também será feito um acordo de cooperação técnica entre TCU, Controladoria-Geral da União e tribunais de estados e municípios para troca de informações.
O que são transferências especiais?
São recursos de emendas indicadas individualmente por parlamentares a municípios e estados sem destinação específica, ou seja, os recursos poderão ser utilizados em projetos diversos, para investimentos ou custeio, sem necessidade de vincular sua execução a instrumentos prévios (convênios ou contratos de repasse).
A solicitação de uma emenda especial é feita pelo Município, articulada diretamente com os parlamentares — deputados federais e senadores — de seu estado. Essa solicitação é feita a partir da aprovação do orçamento para o exercício do ano seguinte. e não necessita da elaboração de um projeto
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Top 10 Customer Support Outsourcing Companies in 2023 | Helpware
Outsourcing customer support is a great way to provide affordable but reliable
service to your clients. Whether for voice or non-voice applications, there are plenty of excellent customer support…
Written by Dana Mahoney
Sunday, Jan 22
Table of Contents
Outsourcing customer support is a great way to provide affordable
but reliable service to your clients. Whether for voice or non-voice applications, there are plenty of excellent customer
support outsourcing companies that fit every requirement.
But then again, why even think about outsourcing? Isn’t local
talent good enough to provide the service needed by a company’s customers?
Plus, wouldn’t it be a disservice to customers if a company farms out its frontline operations to contractors?
What Is Customer Support Outsourcing?
By now, the best customer service companies should know the value of customer support and
why it’s an essential cog in an organization. Like sales and marketing, customer service should already be in play during a company’s first day,
as they are the group that comes into direct contact with clients.
The main goal of customer support is to keep customers happy by attending to their needs and responding to
their questions. However, it’s also a way to instill loyalty and
generate additional sales. To do so, an outsourcing company must have its support team available
whenever the customer needs it. Outsourcing customer support allows companies to
maintain an around-the-clock service team managed by industry veterans and
experts.
Advantages of Customer Support Outsourcing
Admittedly, not all company startups have leaders who are experts in every facet of their operations.
Given their many responsibilities, many startup founders accept that they can’t do everything themselves.
Non-core competencies such as customer service can benefit from outsourcing.
Turning the service over to competent experts lets companies benefit from a bigger source
of talent from all over the world. At the same time, companies
that outsource customer support enjoy reduced payroll
without sacrificing service quality. Other benefits of outsourcing
include:
More Opportunities to Grow the Business
By assigning customer support to expert outsourcing service providers, leaders can instead turn to scaling the business.
Overseeing the day-to-day operations can already take much of management’s time,
and customer support is equally demanding.
To help executives focus on the big picture, they’ll need to
partner with the best service companies that know what they’re doing.
Enhance Customer Experience
Given the opportunity to communicate and interact with customer service, many customers will express their satisfaction in getting their voices heard.
If customer service companies and their team address
customers’ issues in a satisfactory way, they’re more
than likely to remain customers.
A pleasant customer experience will almost always lead to longer retention and a significantly higher customer
lifetime value (CLV). This isn’t to say a stellar customer experience
is only possible through outsourcing. Rather, the chances of
improving customer satisfaction come with a continuous and consistent
level of service. Providing a highly specialized, dedicated team of professionals
from day one is a great way to achieve this quickly.
Top 10 Customer Support Outsourcing Companies
We’ve narrowed down the list of companies with great customer service to the
top 10 most prominent ones in 2022. We’ll also provide a brief description and highlight the main strong points of each outsourcing company.
1. Helpware
Helpware started in 2015 with the initial goal of providing support to startup companies.
Over the years, the company has grown big and is confident enough to provide both
enterprise and small business customer service outsourcing solutions.
Providing back office, technical, and customer support, Helpware specializes in assisting
companies in various support areas. This includes Omnichannel Customer Support, Technical
& IT Support, Content Moderation, CX Consulting Services, Back Office Support, Data Labeling, Digital Marketing Solutions,
and Cyber Security. The company provides only dedicated agents,
in-house training, and equipment to help its clients boost their productivity from
day one. Now it’s one of the top customer service companies in the US and European markets with numerous awards and
positive reviews from satisfied clients on Clutch and other reputable platforms.
Helpware’s people-focused culture seems very attractive
to businesses sharing the same philosophy.
Pros:
Shows outstanding flexibility when providing for clients’ specific needs.
This means its support can scale along with your company’s growth.
Offers turn-key solutions, so you don’t have to look for either option separately.
Helpware’s focused on developing its people and their skills and it pays off handsomely,
especially in customer support outsourcing contracts. Some global brands are happy to have their customer support outsourced to Helpware.
2. Sykes
U.S.-based Sykes is one of the pioneers of the BPO industry.
Established in 1995, the company trailblazed its way to the top and was one of the first
BPOs to open multiple locations. In 2021, the Sitel Group acquired Sykes to widen its reach and increase its capacity.
Sykes is one of the top 10 service companies and leading service providers of demand generation and customer
engagement services, with clients included in the top
2000 companies worldwide. At the core of Sykes’
business are its staple services: outsourcing, customer experience, service to sales,
digital transformation, and brand extension.
Pros:
Sykes maintains a pool of service agents from its clients’ home countries.
The company is well-versed in matters concerning data
privacy. Specifically, Sykes follows various privacy guidelines, including HIPAA compliance and Payment Card Industry (PCI) data security certification.
3. Ascensos
Founded in 2013 in the UK, Ascensos is one of those outsourced customer service companies
that wanted to change the customer experience by applying a personal touch to customer care.
The company is now Europe’s number-one customer support outsourcing company, providing bespoke
customer experience solutions to clients around the
world. In addition, its contact center operation locations include the UK, Romania, Turkey, and South Africa.
Pros:
Ascensos is more nearshore than an offshore support center, so
location and time zone differences aren’t as pronounced as operations in Asia and South America.
Companies that outsource customer service to Ascensos value the fact that it supports diversity and inclusivity among staff
while focusing on promoting happiness as a key asset
among its workforce.
Although there aren’t any published pricing rates, instead, Ascensos will individually
respond to requests for quotes, the prices of this outsourcing customer
service company are more than affordable.
4. Teleperformance
With more than 40 years of experience in the BPO industry, Teleperformance is an established leader in solution design, business optimization strategies,
and front-office customer support. It also offers back-office services such
as finance and accounting, collections, and technical support.
Pros:
Teleperformance is a truly global service provider.
It operates in 80 countries and employs more than 330,000 agents speaking over 265
languages and deservedly belongs to a league of good customer service companies.
You won’t find it difficult to get support in the
language and location you require.
Clients also appreciate the company’s expertise
in providing omnichannel solutions.
5. VXI
VXI Global Solutions is one of those outsourcing agencies that offer customer care and
customer experience (CX) solutions to some
of today’s major global brands. In addition, the company offers contact
center and BPO services, omnichannel and multilingual support, software development,
CX innovation, quality assurance (QA), and infrastructure outsourcing.
VXI employs more than 35,000 workers in 43 countries throughout North America,
Asia, Europe, and the Caribbean.
The company also prides itself on its ability to help clients resolve major
CX and employee experience (EX) pain points and take their customer service systems to the next
level. Like any modern BPO, VXI employs omnichannel support services to enhance
communication coverage for clients. Also, VXI provides additional analytics and insights generation services so clients can learn as they
go.
Pros:
High CX expertise leads to enhanced customer and employee experience.
VXI displays an uncanny ability to scale up or down to fit its client’s capabilities.
6. InfluX
In its quest to build the world’s first remote-only CX team, InfluX managed to
recruit employees from more than 120 cities worldwide. This strategy also
lets them provide 24-hour customer support outsourcing solutions within the client’s time zone.
In addition, InfluX creates specialized customer experiences that reflect the client’s vision,
voice, and values.
Pros:
Less dependence on automation and more on human interaction make for a better customer experience.
Having employees in every time zone solves the common offshore problem of mismatched time schedules between clients and outsourcing companies.
Pay-as-go pricing may be attractive to some clients who prefer flexible packages.
7. Skycom
Skycom is also on the list of nearshore outsourcing companies that
specialize in multi-continent support services.
The company employs native English contact center agents with experience in multiple industries.
Skycom also offers a full range of services, including
business process outsourcing, telemarketing and sales, customer support,
and healthcare. With more than 15 years of experience,
Skycom also employs over 2,000 workers assigned to 35 clients in five countries.
Pros:
Nearshore operations mean fewer problems dealing with time zone and distance
differences.
Skycom covers a wide range of industries, including healthcare, travel, utilities, IT,
finance, retail, and telecommunications.
8. Integra
Integra’s differentiator is its focus on training its workforce in customer psychology.
This means company-provided support agents are more sensitive in detecting changes in the customer’s voice or tone.
As a result, they can respond to these changes to defuse any tension and lead the customer into a more positive mindset.
Starting with four employees in 2004, Integra currently employs
more than 1,400 workers stationed across four countries.
It handles customer service duties over the phone, email, live chat,
or social media.
Pros:
Integra offers some of the most cost-effective solutions in the industry.
Sales psychology is also an incredible asset to have if you work in a customer support outsourcing company.
9. Telus
Telus International is one of the world’s leading digital CX innovators.
In particular, it designs and produces next-generation digital solutions for brands all over the
world. This is one of the Canadian top IT outsourcing companies that provide IT services and
multilingual customer service to industries such as
technology, media, communications, eCommerce, financial technology, travel,
hospitality, automotive, healthcare, and games.
Pros:
Telus International is a premium multilingual contact center.
It is one of those IT support outsourcing companies that offer top-tier customer
support services in various countries and more than 50 languages.
Telus is famous among IT services outsourcing companies for organizing an annual charitable initiative called
“Telus Days of Giving.” In particular, the company taps 225,000 volunteers
from its offices to complete various service projects across its many host countries.
10. Arise
Arise is a 25-year-old United States-based company that specializes in providing support
outsourcing services across the USA. It employs more than 60,000
remote agents in the U.S., Canada, and the United Kingdom.
Unlike a traditional BPO, Arise utilizes a network of service
partners to provide the needed customer service experiences.
In addition, the Arise Platform helps companies lower expenses.
As a result, Arise clients report an average 25% reduction in contact center service total costs,
which is why clients want to outsource customer service small business really needs.
Pros:
Arise deploys a tiered security approach in its communications with clients.
This ensures they preserve the confidentiality of documents or files sent over.
It also means Arise conforms to widely accepted data privacy
regulations such as HIPAA, CCPA, and others.
Arise also focuses its employment on local talent, hiring residents of the
U.S., UK, and Canada. This means stable employment
for the company and an easier method of hiring or replacing
staff members.
Choose the Best Outsourcing Companies That Fit Your Needs
Deciding which outsourcing providers to contact
for your customer support outsourcing needs? Perform
the necessary research before settling on your choice.
For instance, some customer service outsource companies on our list might command
a pricing structure higher than what your budget holds.
In addition, consider your company’s specific requirements and areas for
improvement. Do you need a customer support team focused on CX?
Or, do you prefer having sales psychology-trained outbound callers who can close deals?
Finally, does the appeal of higher-cost nearshoring resonate better than offshore talents a few time zones away?
No one-size-fits-all solution exists when it comes to customer
support outsourcing. However, if you want
a highly flexible and secure customer service solution that utilizes modern technology throughout the various stages, try the best companies
for customer service. These largest outsourcing companies not only supply
the best talent, but also the best equipment and training to prepare them.
top 10 call center outsourcing companies in 2023 if you re
looking to improve customer experience or optimize your operations it s worth considering options beyond your own company
today outsourcing customer support to one of the top call center written by alexei piskunov wednesday apr 05 table of
contents if you re looking to improve customer experience
or optimize your operations it s worth considering options beyond your
own company today outsourcing customer support to one
of the top call center outsourcing companies is
definitely a smart business decision if you want to avoid
all trials and tribulations of running an in-house call center this solution can be
a budget-friendly way to handle customer concerns while significantly improving the level of customer satisfaction let s have
a look at those bpo companies that take the top positions in the
industry discuss what makes them stand out and go through the main tips for choosing
the right call center why outsourcing a call center creating a positive customer experience is the main priority for
most companies with so many competitors offering similar products and services in today s marketplace it can be challenging for any particular
organization to stand out and attract new customers additionally modern customers are ready to pay more if they
receive an outstanding experience offering excellent
customer support services can give a business an edge
over competitors by boosting customer retention and generating positive reviews ultimately driving
profits conversely a poor customer experience can lead to customer loss and
negative reviews which can harm a business choosing the best call centers for your business guarantees increased customer satisfaction streamlined
operations and enhanced growth making it a crucial factor in achieving
success in today s competitive market us call center outsourcing companies top
list 1 helpware helpware is a leading customer support provider with headquarters based in the
usa with call centers spread across four continents the core areas of expertise include
a wide range of bpo services such as omnichannel customer support technical support it support
content moderation data annotation data entry helpdesk back-office support etc since helpware positions itself as a reliable outsourcing partner for both startups
and big enterprises there are companies of different sizes among the clientele ranging
from small firms to renowned brands at helpware people come first and it pays
off the needs of employees are the main priority and it shows in their work as
they provide exceptional service pros applying a customized approach to recruiting and training dedicated agents offering exceptional expertise in all kinds of customer support tailoring packages to
cater to the specific needs of different businesses 2 xact
xact is a highly flexible outsourced call center based in orlando florida catering to businesses of
different sizes they specialize in providing technical support and customer support services to businesses
operating across diverse industries including property management e-commerce
tourism healthcare hospitality and fintech xact has partnered with nice incontact since 2005
leveraging their cloud-based contact center toolkit to ensure the utmost data security
for their clients pros providing a personalized 24 7 telephone answering service
ensuring service continuity through their fail-safe automatic
transfer switches ats which seamlessly switch to an alternate power source during power
outages 3 wing assistant the wing assistant is revolutionizing the process of recruiting remote workers on a global scale this
innovative outsourced call center provides a
fully-managed virtual assistant experience that helps entrepreneurs and small and medium-sized businesses scale by
delegating laborious and time-consuming tasks to dedicated customer
service professionals for a fixed monthly cost they offer outbound call center outsource solutions that are affordable
and enable businesses to level up and enhance their customer service and technical support and boost their sales pros a dedicated client success
manager to assist you in achieving your unique business goals and overcoming challenges
a diverse range of managed outsourcing services including back-office support
and staffing solutions with great potential in addition to call centers 4 triniter triniter is a renowned figure in the
bpo industry with a global presence spanning the united states the philippines and india this american call center
has established itself as the preferred outsourcing provider for inbound and outbound call center solutions sought after by major corporations pros
a decade-long track record of providing customer
support across more than 30 domains 24 7 customer support with an impressive 98 9 positive feedback rate 5 tmp direct
for over 34 years tmp has been providing bpo services advocating for clients brands and ensuring excellence through its
team with a global presence tmp direct manages connections and relationships across various industries they offer custom end-to-end solutions including crm tools it infrastructure fulfillment and telecom platforms adapting to the evolving cx landscape they handle various communication channels from inbound and
outbound calls and chats to social media and personalized correspondence pros
providing an in-house it development team
that eliminates the need for multiple vendors 6 answerforce
this is proud of being on the list of five star call centers providing a range of professional call and chat
answering services virtual reception services appointment scheduling and more answerforce has experienced call
center agents at its disposal that are available round-the-clock to handle inbound and outbound calls
and live chat support and conduct customer surveys in a professional manner this american call center works mainly with small and middle businesses covering such
industries as home service restoration plumbing and electrical pros offering customized solutions to
meet the specific needs of clients within particular industries which allows answerforce
to provide highly tailored and effective services to their clients integrating with the
client s workflow software this enables businesses to manage their customer interactions
efficiently without having to switch between multiple platforms 7 fusion bpo services
fusion bpo services group is a company with huge
experience more than 33 years in the industry and offers voice
services and other solutions to more than 250 businesses worldwide however what makes this provider stand out is its unique locations in addition to popular
bpo destinations like the united states india and the philippines the company
has offices in pretty exotic countries like el salvador jamaica morocco and
colombia with 22 locations in 10 countries fusion is capable of delivering call
center services in over 40 languages pros by strategically
locating its offices around the globe this company is able to offer
24 7 customer support across multiple time zones making it
easy for customers to get the help they need whenever they need it a diverse workforce and multilingual
capabilities enable them to provide support in various languages making their services accessible to a wide range of customers the outsourced customer service of this provider is
reasonably priced that varies depending on the expected amount of calls and service level you may require 8
supportyourapp supportyourapp is an outsourced customer support
company with a multinational team that provides inbound and outbound services and
back-office customer support for innovative software and
hardware companies they have received numerous awards for providing exceptional customer experiences but their commitment to quality and security is paramount supportyourapp is
pci dss compliant and adheres to the general data protection regulation gdpr pros ensuring the
highest data security standards and preventing any
data leaks they take great care in protecting sensitive information and clients can trust that their data is safe
streamlining the integration process with the help of their dedicated integration department providing their
clients with a crm solution that integrates incoming calls chats and
emails into one system and implementing ai solutions to the
chats which many small businesses find appealing 9 vcall global vcall global is a
provider of innovative service solutions to different businesses across various industries they offer a range of services including customer
service tech support back-office solutions interactive voice response
ivr services telecom billing solutions and software development solutions using advanced technology and infrastructure they
offer common services through multiple channels vcall global is the preferred choice for businesses
seeking a perfect blend of flexibility and quality in their services pros adhering to turnaround times ensuring that clients receive their services in a timely and efficient manner
empowering their call centers with a robust cisco network which enables
vcall global to offer seamless uninterrupted service to clients regardless of their location or the complexity of their needs
providing enhanced security features that protect client data and information ensuring that their privacy is always maintained 10
call masters bpo the company provides inbound and outbound call center services as well as remote administrative solutions
such as data entry appointment setting reservation services etc their streamlined workflow and marketing automation ensure that important phone calls are never missed with their expertise
and dedication they can help businesses resolve customer queries acquire leads and enhance administrative
business processes too pros enabling businesses to easily scale up or down based on demand and
their remote employees to work in split shifts due to their cloud-based virtual call
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