The discussion is all about perception.
I am elite on Princess and have always booked on line and used call center until this year. My frustration level has been through the roof trying to get the things done that you can no long do on website. (Example add Transfers to a booking). Spent 40 minutes on phone trying to add transfers which is or should be simple. You use to be able to do this as an excursion on the web site but now must call. I guess so they can give you the sales pitch but I may be cynical.
Thanks to a posting on this site I decided to give a CVP a try. First I used Website to ask for one, long story short after three times and a month no call, no email, nothing. I found the number for the CVP line on another post and called. I was told a CVP was assigned to me so left a message. Two weeks later, nothing so called back CVP line and talk to a nice gentleman who spoke perfect English who took care of my issues with the 7 cruises I have booked in less than 30 minutes. He is now my CVP. Yeah. I will not be calling customer service line again.