1. A method for managing customer relationship management (CRM) resources comprising the steps of: communicatively linking a service router to a plurality of service resources; for each of said service resources; establishing at least one routing criterion; receiving a plurality of service requests via a plurality of communication channels; analyzing said service requests for request characteristics; comparing said request characteristics to. routing criteria; automatically routing each of said service requests to a selected service resource based at least in part upon said comparing step; obtaining a feedback from a feedback warehouse containing information automatically captured about previous interactions from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback, and internal automated feedback mechanisms; updating at least one of a skills base and a profile of the service resources based on the feedback; and dynamically determining an appropriate routing based upon the updated skills base and/or profile of the service resources and the existing routing criteria.