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; and, dynamically altering values for said routing criteria based upon feedback.