“…Six key themes on strategies and four themes on mitigating actions were unpacked from interview responses based on high frequency counts. Among the key strategies named, references were found in the literature for risk management (Jayaraman & Bhatti, 2008), change management (Finney & Corbett, 2007;Hasibuan & Dantes, 2012;Jayaraman & Bhatti, 2008;Poti, Bhattacharyya, & Kamalanabhan, 2010;Somers & Nelson, 2001), hands-on training (Somers & Nelson, 2001), clear communications (Holland & Light, 1999;Nah, Lau, & Kuang 2001;Jayaraman & Bhatti, 2008), and having the right people for support and guidance from experts (Parr & Shanks, 2000;Tsai, Shaw, Fan, Liu, Lee, & Chen, 2010). Having the right people for support and guidance from experts Parr & Shanks, 2000;Tsai et al, 2010Change management Somers & Nelson, 2001Finney & Corbett, 2007;Jayaraman & Bhatti, 2008;Poti et al, 2010Clear communications Holland & Light, 1999Nah et al, 2001;Jayaraman andBhatti, 2008 Hands-on training Somers &Nelson, 2001 Lots of testing Doom, Milis, Poelmans, & Bloemen 2010;Finney & Corbett, 2007;Nah et al, 2001Risk management Jayaraman & Bhatti, 2008Salmeron & Lopez, 2012 Manual interventions -Reduce stress of people by recognition, time offs -Making personal calls to customers -Blocking wrong customer accounts -…”