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

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.

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

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.

Hello! I want to ensure that I understand the question. Are agents having to call customers back in order to resolve their issues or concerns? If so, I would ask how well-versed are the agents in the business/product? Do you have a knowledge base or ongoing training to help the agents to stay on top of the changes in questions that are being asked and how to resolve certain issues? I'd love some more information about the timing and reasons behind the timing to make a better recommendation.

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.