What are some of the best technology solutions for building a cloud call center with at least 20 work from home agents?

This would really depend on your goal of the lead channel. If you want to deal with warm leads give http://inspirebeats.com a try. InspireBeats will help you find and build a list of targeted leads, do research on them, and warm them up for you through a personalized outreach. That way you have an additional channel of leads flowing in for your sales reps.

I definitely recommend plantronics. Check out their website and your can order them online. I remember using CS540 model. Its wireless, good battery life, reduced background noise and easy to hook up. Its expensive but you can get a cheaper options on their site. They are one of the leaders in this field.

I thought questions was for ... questions...sure I'll send an email when I have time.

I have a membership site with video training that companies use to train their salesforces. Having set up many paid and commission-based sales teams over the years, here are the main issues: > the less effort you put in at the beginning, the more turnover you're going to experience > if you don't have consistent training, the process, impression and market presence of your salespeople will be all over the place and give you a poor reputation > without a recorded (written, video) training program in place, your time as a manager and executive will be tied up by stupid questions repeatedly asked by different employees. May sound like a small thing, but this time adds up quickly. "When do we take breaks?" over and over again turns into a real annoyance and time waster. Leave your hiring, training and assessment sloppy results in sloppy market presence and execution.

I'm currently advising a client right on exactly that kind of customer service integration. Look into Live Ninja (https://liveninja.com/). It brings together the best of both worlds from web and a call center. Voice + Video + Instant connect without any special software, or a phone. You can have either one way, or two way video, and text chat too. Obviously, get nice uniforms for your call center guys if you haven't already.